Posted:1 week ago|
Platform:
Work from Office
Full Time
Role & Responsibilities:
Review and analyze Helpdesk cases, feeds, and end-to-end interactions.
Identify adherence and non-adherence to quality standards and best practices.
Provide constructive feedback to Helpdesk agents for performance improvement.
Develop and maintain quality assurance documentation and reports.
Participate in quality initiatives and process automation.
Collaborate with teams to ensure consistent application of standards.
Preferred Candidate Profile:
Minimum 1 year as a Quality Analyst in Transactional Quality.
Strong knowledge of audits, RCA methodology, and feedback mechanisms.
Good understanding of 7 Quality Tools.
Strong analytical and problem-solving skills.
Attention to detail, accuracy, and effective communication.
Ability to work independently and as part of a team.
Recruitment Process
2 Operations Rounds
Cognizant
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