Quality Analyst

Role & responsibilities

• To be well versed with representment services subject knowledge, systems knowledge -access to various portals and applications. To keep abreast of Process/Client updates.
• To do sampling based on the case counts and case levels and analyze the disputes fairly.
• To calibrate the cases and categorize errors into respective filters Critical errors / major and minor errors based on the severities.
• Identify gaps and do root cause analysis.
• To gather data and analyze trends or patterns affecting quality and have periodic reviews periodically with teams / TL and managers.
• To assess the risks involved and proactively drive quality targets to improve performance and process controls.
• To provide structured and timely recommendations to the management on QA feeds, quality control mechanisms.
• To provide constructive and objective feedback that effects positive changes in analyst performance.
• To document and share comprehensive reports on the observations. Drive Operational efficiencies by reducing the process variations.
• Review factual data about the error type, error percentage, consistency and improvements on the feedback sessions.

Key Result Areas

Calibrations

• Evaluate case counts and case levels and do appropriate sampling.
• Evaluate cases for client updates and quality metrics.
• Identify deviations and filter as major / minor and critical errors.

Ensure the breaches are recorded and shared to avoid risks.

Risk Assessment

• Gather data, analyze trends and patterns, and identify risks involved proactively.
• Do gap analysis to identify the breaches.
• Work on root cause analysis to minimize risks.

Observe the findings and prepare meaningful report.

Periodical reviews

• Conduct periodical reviews with the TL & Managers.
• Present ideas and solutions to reduce errors.
• Present factual data on poor-quality metrics and workarounds.
• Feed inputs for training needs.
• Identify areas of improvements on a regular basis.

Course Correction

• Provide constructive and subjective feedback to navigate quality improvements.
• Communicate the quality metrics and expected quality targets to drive quality metrics.
• Ensure the feedbacks are to improve the process.
• Communicate effectively to bring in positive changes from the analysts.
• Make timely recommendations for workflow changes or corrections required.

Reports

• Prepare comprehensive reports which includes error %, error type, criticalities and process breaches.
• Document calibration metrics, feedbacks shared, reports developed, and recommendations made.
• Keep track of feedbacks shared and the improvements displayed at work.

Job Requirements

• Any bachelors degree with more than 2 years experiences in the Quality or Chargeback field
• Any relevant certifications related to Quality.