Quality Analyst - Analyst/Sr Analyst

NLB Services

2 - 5 years

3 - 6 Lacs

gurugram

Posted:20 hours ago| Platform:

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Skills Required

quality monitoring qc tools call audit quality analysis call calibration root cause analysis call monitoring pareto analysis calling quality tools

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities

Role Description

KRAs

Manage and implement quality processes and Experience in Call Auditing process
Collaborate with service delivery teams, to implement quality improvement initiatives
Ensure process meets and exceeds Quality & Related KPI
Conduct error root cause analysis, present findings, and recommendations to the stakeholders
Training needs identification, Conduct Training/Audit and Up skill resources
Facilitate Quality and Compliance team to perform various audits and follow ups based on the observations highlighted
Study the process, identify, and implement process improvement initiatives through projects
Support cross location teams

Experience and Desired Skills

Experience in quality assurance management and process improvement
Knowledge of quality assurance methodologies and tools
Strong analytical and problem-solving skills
Effective communication and interpersonal skills
Ability to work well in a team and collaborate with cross-functional teams
Relevant certifications (e.g., Certified Quality Manager, Six Sigma) are a plus
Preferred experience in Banking and Financial Services domain
People handling experience is a must
Excellent Communication skills
Should have experience in working in outsourced environment, in banking domain
Ability to work under pressure & in an unstructured environment

Shift

Qualification:

Please share your cv at surbhi.malhotra@nlbtech.com

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