Role Purpose

　　The purpose of this role is to conduct audits to ensure qualitycompliance within the account.

　　Do

　　Conduct process quality audits as per plan Conduct various process audits (1 audit/ agent/ week) as perprocedure and guidelines For agents identified in the bottom quartile of performance,conduct 3 audits/ agent/ week Prepare findings from the report and share it with the clientand the account leadership on daily/ weekly/ monthly, as required Conduct weekly analysis to identify the error trends and for top2 errors, conduct root cause analysis (RCA) Conduct calibration communication to communicate any changesfrom the client and conduct refresher trainings to bridge any skill gapdue to these changes.

　　Stakeholder Interaction

　　Stakeholder Type

　　Stakeholder Identification

　　Purpose of Interaction

　　Internal

　　Delivery Leadership

　　Audit & training reports, error trends, new process

　　Agents

　　Training

　　Training team for Account

　　Training content and schedule

　　RMAC

　　Risk compliance

　　DOP Support

　　Compliance related support as per account SOW

　　External

　　Clients

　　Reports on training and compliance

　　External Auditors

　　Audits

　　Display

　　Lists the competencies required to perform this role effectively: Functional Competencies/ Skill Domain/Industry Knowledge - Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITES/BPOindustry - FoundationProcess Knowledge - Process understanding with a clearunderstanding of process quality parameters as per the skillup training/certification provided by the client- Competent

　　Competency Levels

　　Foundation

　　Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.

　　Competent

　　Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.

　　Expert

　　Applies the competency in all situations and is serves as a guideto others as well.

　　Master

　　Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized within the entire organization.

　　Behavioral Competencies Project Management Skills Analytical Skills Execution Excellence Passion for results Stakeholder Management

　　Deliver

　　No.

　　Performance Parameter

　　Measure

　　1.

　　Audit

　　Adherence to the calendar; audit targets

　　Compliance % as per audit reports - zero misses

　　2.

　　Process Compliance

　　Case targets - 2 hours/ week logged to be updated with theprocess

　　• Primary, single source customer contact

　　• Responsible for gathering event registration information (as defined by SOP's) from customers

　　• Owns and manages the event through registration through potential regulatory reporting, sample

　　retrieval, investigation, provide customer response and ultimately to closure/reopening as needed

　　• Responsible for contacting SME's, Specialist/Team Lead as needed to obtain complaint closure

　　• Responsible in timely escalation of significant events to the Specialist/Team Lead

　　• Keep oneself updated, aware of, and compliant to all Company policies and procedures which

　　include Information Security Management Systems

　　• Keep all company information which includes customer information confidential and secured

　　• In all actions, demonstrates a primary commitment to patient safety and product quality by

　　maintaining compliance to the Quality Policy and all other documented quality processes and

　　procedures.

　　• Provide oversight of trending results reporting to business unit management.

　　• Initiate CAPA determinations as appropriate.

　　• Ensure that product complaints are investigated per department procedures.

　　• Perform due diligence information gathering.

　　• Assign, delegate, and assist in the completion of complaint-related projects.

　　• Ensure that communicated goals and objectives are achieved or exceeded.

　　• Contribute to the development and implementation of procedures that ensure quality standards are

　　met.

　　• Execute projects that further the improvement and efficiency of the department.

　　• Attend meetings and prepare monthly reports as required.

　　• Perform other duties as assigned.

　　• Able to write effective Medical and Technical narratives regarding the complaints

　　• Able to create Customer Letters

　　• Must have good computer skills, effective keyboarding skills

　　• Must have excellent telephonic and listening skills

　　• Able To think critically to determine the type of questions which need to be asked to gather

　　necessary information

　　• Good problem solving and analytical skills

　　• Good customer service skills

　　• Excellent communication and documentation skills

　　• Excellent analytical skills

　　• Ability to multitask, which includes ability to understand customer complaint, document information,

　　and ask relevant questions to collect critical information on event

　　• Familiar with computers and Windows PC applications which includes the ability to learn new and

　　complex computer system applications and apply their use

　　• Bachelors of Science in Nursing

　　• Minimum 1 year clinical experience + Minimum 1 year experience in a BPO voice process

　　• Experience in Cardiovascular procedures, Cardiac care preferred or in similar process