Quality Analyst - Call Auditor

As an Analyst in this role, you will be responsible for monitoring calls and transactions to assess the process's effectiveness. You will provide feedback to Unit Heads and Team Leaders based on your observations. Conducting root cause analysis of process deviations, developing action plans, and resolving issues will also be part of your responsibilities. Handling and resolving escalated calls, issues, and requests from both internal and external sources will be a key aspect of your job. Utilizing excel data analysis and leveraging customer experience knowledge, you will prioritize critical improvement initiatives to enhance process performance. You will be expected to replicate best practices from other locations or processes to drive efficiency and effectiveness. Collaborating with operations to ensure positive quality outcomes while understanding business dynamics will be essential to your success in this role. Your duties will include conducting quality checks to evaluate the business's health and acting as a Subject Matter Expert for the team. Your goal will be to minimize negative customer experiences and proactively address issues that could lead to such experiences. Monitoring process adherence by comparing tasks against SOP specifications and using sound judgment to interpret instructions will be part of your daily routine. Additionally, you will analyze and approve daily transactions to maintain operational efficiency. This is a full-time position that offers benefits such as cell phone reimbursement, health insurance, paid sick time, paid time off, and Provident Fund. The work schedule is during the day shift, and the work location is in person.,