Quality Assurance Associate III

You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Job Track Description:

• Performs business support or technical work, using data organizing and coordination skills.
• Performs tasks based on established procedures.
• In some areas, requires vocational training, certifications, licensures, or equivalent experience.

General Profile

• Expands skills within an analytical or operational process.
• Maintains appropriate licenses, training, and certifications.
• Applies experience and skills to complete assigned work.
• Works within established procedures and practices.
• Establishes the appropriate approach for new assignments.
• Works with a limited degree of supervision.

Job Description

- Should have total 2. 5+ years of Experience as Quality .

- Education Qualification \u2013 Any Graduation (Mandatory)

- Review CXS 1 & 2 scores and NPS: Determine areas of opportunity and actions to address or fix errors.

- IIPs: Control IIPs report, analyze data to determine behavior to address, deliver reactive coaching, document coaching, actions and commitments, follow up accordingly.

- Calibrations: Actively participate in weekly internal calibrations and coordinate with QA Sup participation in UPS Calibration and Quality calls.

- QA Evaluations: Comply with assigned evaluations per week/per agent.

- Coaching & Development: Provide targeted sessions focused on QA evaluations and specific KPIs based on LOB.

- Team Support: Support supervisor\u2019s team with chat and production floor questions.

- CEC Important News: Confirm that assigned agents are reviewing Important News and work on weekly reminders via email.

- Service Briefings: Confirm that assigned agents are reviewing and completing training for applicable Service Briefings. Work on weekly reminders of topics via email. Follow up on completion.

- Targeted Individual Coaching: Comply with targeted evaluations needed for Outliers, deliver coaching and follow up on commitments.

- Escalated Calls/Corporate Calls: Assist with handling of escalated calls when supervisors need assistance.

- EMT Evaluations:

- Keep hourly track of EMT evaluations.

- Analyze behavior and areas of opportunity.

- Deliver coaching.

- Document actions & Commitment

- Follow up to avoid occurrence.

- QA Report Follow up: Daily review of Quality scorecard and follow up to actions towards scores improvement.

- Share Quality Performance with agents twice per week.

- Share general best practices once per week.

- EOD Report: Share EOD report with activities completed during the day, highlights, lowlights and follow ups needed.

- Additional tasks per LOB: Complete additional tracker management, KPIs control or related tasks based on the LOB that the coach is assigned

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form . Complete the form and then email it as an attachment to FTADAAA@conduent. com . You may also click here to access Conduent's ADAAA Accommodation Policy .

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.