Quality Analyst

Quality executive is responsible to perform activities outlined in the Service Quality Plan and identify agent / program level improvement opportunities. Executive is required to work closely with the production resource to ensure adherence to the client and process specific requirements. Ensure that regular feedback and error sharing sessions are conducted to avoid repetition of errors and help improve overall performance. Other activities of the quality executive include reporting, calibrations, process analysis and attending client and internal meetings.

Responsibilities:

• Responsible for call/data quality monitoring.
• Provide feedback to agents using prescribed feedback model.
• Mentoring and coaching agents on process level issues.
• Monitor adherence to compliance procedures and processes.
• Responsible for reporting program level quality score to the process owners.
• Responsible for conducting calibration and performance review call in terms of quality with the internal team. (Initially will be assisting the senior quality analyst, training and guidance will be provided to be able to lead such meetings in future).
• Conduct refresher training on the basis of the errors identified.
• Communicate process updates by conducting a session as and when required.
• Maintaining update log and sharing it with the team on a regular basis.
• Perform brainstorming and root cause analysis to analyze data and provide tips or suggestions to operations/management team.
• Identify and highlight potential risk areas and recommend preventive action.

Interested candidates can share their resumes on atish.chintalwar@cotiviti.com