Quality Analyst

ROLE:

LOCATION:

We are a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

• Evaluate transactions/calls/chats as per Training & Competency Scheme / approved sampling methodology
• Ensure adherence to quality norms as per specifications; ensure that internal policies, procedures, and compliance regulations are being followed
• Ensure that associates perform efficiently and effectively within their assigned areas, with pre-determined performance standards
• Identify improvement opportunities, develop and drive appropriate action plans for quality enhancement
• Partner with Operations and streamline/enhance metrics
• Reduce the learning curve and help enhance the product/process knowledge of new team members
• Coordination - Handling escalations, calibration calls, reports, etc.
• Communicate to heighten awareness and focus on importance of improving the overall customer experience
• Performance management & Bottom Quartile Improvement
• Conduct calibration with internal & external stakeholders
• Prepare TNI & conduct refreshers on top themes
• Generate quality reports, update records for MIS
• Generate huddle packs & conduct refreshers based on identified themes & trends
• Analyze team data and create dashboards; make recommendations and drive improvement
• Support the pursuit of high-quality service to internal and external customers and enhance overall customer experience
• Ensure that internal policies, procedures, and compliance regulations are being followed
• Identify operational/training issues and help team members in fixing these gaps.

Desired Skills:

• Good analytical, logical reasoning & numerical ability
• Strong process/product knowledge
• Training, coaching & mentoring skills
• Eye for detail - ability to identify/dissolve potential failure modes
• Excellent interpersonal and communication skills required as the job involves extensive interaction and feedback
• Excellent data interpretation/presentation skills
• Good written and verbal communication skills
• Customer orientation & customer-first belief
• Good people management skills
• Process orientation & structured thinking
• Basic knowledge of quality tools
• Proficient in MS Excel and PowerPoint

Educational Qualification:

Disclaimer: