Quality Analyst

Job Summary

• Quality planning

  : Recommend, implement and monitor preventative and corrective actions to reduce the error count and improve the teams overall quality score

• Quality audits

  : Perform audits to ensure quality of information entered in the database is free from error

• Quality review

  : Based upon performance, identify team members and conduct quality review meetings

• Team queries

  : Address team queries to ensure data entered in the database is in sync with office guidelines/ global data standards

• Team huddle

  : Prepare data and conduct team huddle including:

1. Transfer knowledge - refresher/ new guidelines received from offices
2. Share best practices to avoid errors
3. Present business case on client feedbacks and possible ways of avoiding them

• Reporting

  : Compile and publish reports as per the process requirements

• Process training

  : Conduct knowledge transfer sessions with new joiners and help them go live

• Interact with clients

  : Communicate directly with client w.r.t query/ clarity on request instructions

• Manage client escalations:

  RCA of customer complaints, taking correcting actions, sharing of feedback with concerned team members and sharing the closure report with the stakeholder

What will you need to succeed

• Personality:

  Self-driven, result-oriented with a positive outlook and having attention to detail. A natural forward planner who critically assesses own performance

• Quality Focus:

  Adhere to quality standards and be quality conscious. Must possess strong attention to detail and problem-solving ability

• Strong Client Focus:

  Understand client s requirement and believe in Client first always

• Team Player:

  Adapt to team and collaborate

• Communication Skills:

  Strong verbal and written communication

• Flexible to work in shifts:

  Morning (7:00 am to 4:00pm) and Evening (3:00pm to 12:00pm)

• Work from office:

  Should be ready to work from office as per the company policy

• Educational Qualification:

  Graduate

• Additional Certifications (preferred):

  Six Sigma, Continuous Process Improvement, Quality Management