Quality Analyst - Call Auditor

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Hiring Solution

2 - 6 years

0 Lacs

karnataka

Posted:10 hours ago| Platform: Shine logo

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Skills Required

monitoring calls root cause analysis action plan development issue resolution process improvement initiatives subject matter expertise transaction assessment feedback provision excel data analysis customer experience knowledge best practices replication efficiency enhancement quality outcomes collaboration business dynamics understanding quality checks customer experience minimization process adherence monitoring sop specifications comparison instruction interpretation daily transaction analysis operational efficiency maintenance

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As an Analyst in this role, your primary responsibility will be to monitor calls and transactions to assess the effectiveness of the process. You will play a crucial role in providing 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 a key part of your role. Key Responsibilities: - Handling and resolving escalated calls, issues, and requests from both internal and external sources - Utilizing excel data analysis and leveraging customer experience knowledge to prioritize critical improvement initiatives - Replicating best practices from other locations or processes to enhance efficiency and effectiveness - Collaborating with operations to ensure positive quality outcomes and understanding business dynamics Qualifications Required: - Ability to conduct quality checks to evaluate the business's health - Act as a Subject Matter Expert for the team - Monitor process adherence by comparing tasks against SOP specifications - Analyze and approve daily transactions to maintain operational efficiency Additional Details: This full-time position 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.,

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Quality Analyst - Call Auditor