Quality Assurance Analyst

Job Description

Skill required: Quality Checks - Operational Audit & Compliance Designation: Quality Assurance Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Quality control is a process by which entities review the quality of all factors involved in productionThe Operational Audit & Compliance team focuses on auditing and managing effective implementation and delivery of functional processes within operations to mitigate risks. The role may require for you to have a good understanding of anti-corruption, BCM and infosec policies, records management and contractor controls. The team is responsible for establishing processes to validate the effectiveness and drive improvements wherever required. What are we looking for? Competent in all minimum skill required by Customer Service Representative Knowledge of Transaction Monitoring Process Ability to monitor as per the Transaction Monitoring Process Knowledge of quality related tools & reporting Ability to use Nice System to monitor calls if indicated Basic understanding of OE maturity framework Complete knowledge of product/processes/Operational MetricStrong communication skills-written & oralStrong interpersonal skills with the ability to identify and resolve customer's needs with appropriate empathyThorough understanding of Client requirements and targets specific to Transaction MonitoringClient interaction would be an added advantage Management of performance(specific to Transaction Monitoring) – daily, weekly and monthlyStrong communication skills-written & oralPeople motivation and retention skillsAbility to formally evaluate performance of Quality Associates.Strong internet and computer literacy skills, technical knowledge will be an added advantage Roles and Responsibilities: Conduct Transactional audits, compliance auditsShare critical feedback on priority, drives course correction.Discuss critical and top opportunities in huddles.Conduct calibration sessionsShares Quality reports/ insightsCreate action plans to drive agent/ process performance.Drive bottom performers improvement on critical metrices.Collaborate with Delivery lead/SMEs to drive action plan and critical metricesConduct reviews with delivery team lead to discuss opportunities/ Challenges/ Action Plan.These responsibilities may vary depending on the specific needs from clients Qualifications Any Graduation