Quality Analyst: WFO (Night shift)

Job Description

Summary of essential job functions Responsible for improving and sustaining the transaction Quality of the Process Assisting Operations and team leaders in innovative methods on improving the overall transaction quality score Perform assigned functions according to standardized policies and procedures. Interaction with clients and head of operations Statement of Purpose for this role Responsible for improving and sustaining the transaction Quality of the Process Summary of essential job functions Responsible for improving and sustaining the transaction Quality of the Process Assisting Operations and team leaders in innovative methods on improving the overall transaction quality score Perform assigned functions according to standardized policies and procedures. Interaction with clients and head of operations Job Responsibilities Document Specific notes while observing each transaction to demonstrate intimate knowledge of the transaction Recognize compliance or non-compliance with applicable policies and procedures Provide detailed, clear and professional performance feedback Maintain required productivity on a daily basis Maintain internal quality calibration levels at required variance Maintain an acceptable level of data entry accuracy Use correct terminology when providing feedback Apply analytical and problem solving skills Responsible for improving and sustaining the transaction Quality of the Process. Assisting Operations and team leaders in innovative methods on improving the overall call quality score Daily reporting and Documentation Internal Audits processes Ensure proper escalation procedures are followed if one find any anomaly in the data/ report Perform assigned functions according to standardized policies and procedures. Interaction with clients and head of operations Standard compliance checks