Quality Analyst - Technical Support

Ghrs Training

2 - 7 years

2 - 7 Lacs

Pune Maharashtra India

Posted:5 days ago| Platform: Foundit logo

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Skills Required

Quality Control Data Analysis Root Cause Analysis Feedback Delivery

Work Mode

On-site

Job Type

Full Time

Job Description

Responsibilities:

Quality Monitoring & Evaluation:
Conduct regular monitoring and evaluation of processes, interactions (e.g., customer calls, chat, emails), or deliverables against defined quality standards and guidelines.
Feedback & Coaching:
Provide constructive and objective feedback to individuals and teams based on quality evaluations. Identify skill gaps and areas for development, contributing to coaching plans.
Root Cause Analysis:
Analyze quality data, identify recurring errors, process breakdowns, or performance issues. Perform root cause analysis to determine underlying problems and suggest corrective actions.
Reporting & Insights:
Prepare and present comprehensive quality reports, dashboards, and insights to management and relevant stakeholders. Highlight trends, risks, and opportunities for improvement.
Process Improvement:
Collaborate with operations, training, and other departments to design and implement process improvements, best practices, and standard operating procedures (SOPs) based on quality findings.
Calibration & Standardization:
Participate in calibration sessions to ensure consistency in quality scoring and understanding of guidelines across evaluators and teams. Develop and update quality checklists and rubrics.
Compliance & Adherence:
Ensure all processes and outputs comply with internal policies, industry regulations, and client-specific requirements.
Training Support:
Assist in identifying training needs based on quality trends and contribute to the development of training materials and refreshers.

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