Set up and facilitate sessions/topics on product updates, errors, and quality trends.
- Conduct shadow sessions on live tasks and provide floor support; run at least one calibration session daily.
- Conduct refresher trainings and upskilling programs based on identified re-training needs.
- Implement and drive best practices across the team.
- Prepare, update, and review training materials and SOPs.
- Review monthly quality error trends and design Product Knowledge Tests.
- Perform RCA on external feedback and implement corrective/preventive actions.
- Collaborate with Product teams to understand new workflows and cascade updates to processing teams.
- Create step sheets, workflow diagrams, and design checklists for new workflows.
- Conduct random quality checks and re-audits as per defined internal quality parameters (2%).
- Partner with Clients to create short training videos for high-error-prone fields or concepts.
- Manage and resolve quality-related task disputes.
- Gather, track, analyze, and report quality metrics to all stakeholders.
- Conduct QSEN calibration with Team Leaders/Project Managers to identify performance trends and volume patterns.
