Quality Analyst ( International Process)

Minutes To Seconds is a dynamic organization specializing in outsourcing services, digital marketing, IT recruitment, and custom IT projects.

We partner with SMEs, mid-sized companies, and niche professionals to deliver tailored solutions.

Requirements

Drive date- 2nd and 11th July 2025
Role: Quality AnalystDESIGNATION : Quality AnalystLOCATION : Pune & MumbaiMINIMUM YEARS OF EXPERIENCE : 2+ yearsThis job available in 2 locationsIND Pune - Amar Tech Centre S No.30/4A 1IND Mumbai - Malad West Paradigm Towers MindspaceRole and Key Responsibilities:Report results of evaluations to appropriate Quality/Operations stakeholders (Quality Leadership Supervisor and Account Management) on a weekly and monthly basis.Achieve departmental productivity requirements (e.g. number of calls/chats monitored per month on schedule etc.). Facilitate and/or participate in calibration sessions withQuality Leadership, staff.Facilitate remote call monitoring sessions as needed. Maintain forms and definitions documents. Participate in performance improving task force with Account Managementand clients.Participate in internal quality audits (e.g. periodic audits of all key customer related processes to determine process control and efficiencies) and recommend changes.Demonstrate mastery and comprehension of client’s quality standards.Facilitate program specific internal & external calibration sessions. Participate in program management monitoring sessions. Demonstrate proficiency with respect to theclient specific sales/service process.Maintain current understanding of program strategies while process monitoring Proficiency in use of Quality reporting databases. Support management focus on reviewof key drivers, metrics and operational processes (including Training) that driveBalanced Scorecard and account profitability goals.Work closely with the Quality Supervisor & Manager on analysis and process improvement initiatives.Key skills & knowledge:Proficiency with various software applications programs including e-mail messagingapplications Microsoft Word and ExcelExperience in managing international voice clients preferably inBanking/Insurance/HealthcareEffective oral and written communication skillsBroad understanding of client conformance measures

Process Improvement Knowledge/analytical Skills- Preferred

Educational Qualification : Graduation