Quality Analyst

We are looking for Process monitoring analyst for Gurgaon Location

call monitoring and call audit.

Role Purpose

This role is responsible for Review of Internal process as per defined guidelines to identify deficiency if any, highlight issues to the process owners. Monitoring and evaluation basis the pre-defined policies by Risk and publishing of agreed MIS for Stakeholders.

Role Accountability

1. Monitoring and evaluation basis pre-defined policies by Risk

2. Share feedback/ error with stakeholders as per the audit findings

3. Field visit to conduct monitoring (need based)

4. Liaison with the frontline team for sharing feedback on monitored transactions

5. Analysis and publishing of agreed MIS for frontline & Stakeholders

6. Ensure Sample size and timeliness of MIS/other Reports as per SLA

7. Identify process improvement opportunities & helping business to fix the same through detailed RCA & follow correction & corrective approach

8. Conducting Refresher and Feedback sessions for auditees

9. Performance improvements through coaching and feedback

Measures of Success

1. TAT Adherence

2. SLA Adherance: Quantity (Sample Size)

3. Accuracy %

4. Unscheduled Leaves

Technical Skills / Experience / Certifications

1. Excellent excel knowledge

2. Excellent communication skills

Competencies critical to the role

1. Person should have analytical skills

2. Inclusive behavior

3. Ability to work in medium to large teams

4. Change management

5. Coaching skills

6. Eye for detail or Auditing skill sets

Qualification

Graduate in any discipline, post graduate preferred

Preference-Female candidates can only apply