Job description

Job Title : Call Audit Analyst

Location : Richardson, TX

Duration : 12 Months

We are looking for someone with a good work ethic, and the ability to work well both independently and within the context of a larger team-oriented environment.

Self-starting, intellectually curious, and creative individual comfortable operating in a fast-paced, dynamic environment.

Responsibilities

• Audits agreed on sample size for accuracy of decisions made by content moderators, within required timeframes
• Analyse errors, conducts RCA, provides timely, helpful, and usable feedback to respective individuals to drive improved performance. Cascade documented feedback to respective teams
• Provide summary reports (daily/weekly/monthly as agreed)
• Partner with Quality Leads to review, prioritize, and report on top errors and error categories impacting accuracy by service line
• Supports end-to-end internal audit quality activities including but not limited to audit planning, implementation, feedback, and re-audit as required
• Work with training team to identify, report and prioritize training needs based on top error categories
• Work with Team Leads/Frontline Managers, Quality Leads, and Training Team to improve underperformance or bottom quartile performance
• Participate in calibration sessions
• Helps with auditing other QAs’ performance through internal audit of audits (AoA)
• Provides insights and reports bugs with respect to policies/operational guidelines/tooling/reporting etc.
• Mentor new QAs on the audit process, tools, and systems
• Documents processes, good practices, quality models, audit tool functionality using agile methods and collaboration platforms
• Invest in self-development with respect to process knowledge, Quality Process Improvement, and service line domain knowledge, tech and tools for effective auditing and reporting, professional effectiveness

Qualifications we seek in you

Minimum qualifications

• Any Graduate (PG an added advantage)
• Freshers are eligible

Preferred qualifications

• Experience in a quality control environment
• Written and verbal language proficiency in English
• Excellent practical experience with Excel (PivotTable, Charts, Statistical functions)
• Experience with reporting tools (Tableau/Power BI etc.)
• Good knowledge of Quality/Process Improvement techniques
• Detail-oriented, improvement minded
• Critical thinking and problem-solving skills
• Ability to collaborate with diverse stakeholders to deliver results
• Passion for driving performance for larger client purpose
• Performs well in a dynamic environment across multiple sites/team

Job Type: Contract

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Richardson, TX 75080: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Excel (Preferred)
• Accounting (Preferred)

Work Location: One location

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