Quality Analyst

Roles And Responsibilities

• Audit calls/interactions/transactions for aligned Teammates
• Coach Teammates for performance improvement (campaign specific)
• Report performance for an aligned span on a daily/weekly/monthly basis
• Provide inputs and basis audits for briefings and training which need
  

• Partner with Team Leaders (TLs) in leading team meetings for metrics
  

• Participate in strategic projects for the campaign/LOB
• Identify and escalate any potential quality issues per defined process
• Isolate and report defects; verify defect fixes
• Suggest process/system improvements based on common customer concerns
• Accomplish other responsibilities assigned by management
• Drive quality initiatives, contests and campaigns for the assigned span
• Be updated on knowledge and serve as SME for the campaign/LOB
  

Technical Skills And Qualifications

• Graduate of any course (preferred)
• At least one-year of work experience as a Quality Analyst (preferred)
• Basic skills in Excel or Google Sheets
• Problem-solving skills
• Familiarity with the application of basic quality tools, such as cause and
  

Soft Skills

• Has strong customer centricity
• Can assertively provide constructive feedback
• Has good written and verbal communication skills
• Thinks logically
• Can manage conflicts
• Pays strong attention to detail
• Can work with minimal supervision
• Demonstrates initiative and good judgment
• Can work on multiple projects and is versatile
• Can establish and maintain effective working relations with a wide variety of
  

• Can work with a diverse team
• Has a Continuous Improvement mindset
  

Personality Traits Required

• Demonstrates clear thought process
• Articulates clearly
• Exercises conscientiousness and diligence
• Demonstrates assertiveness