2.0 - 6.0 years

1 - 6 Lacs

chennai

Work from Office

Role & responsibilities To be well versed with representment services subject knowledge, systems knowledge -access to various portals and applications. To keep abreast of Process/Client updates. To do sampling based on the case counts and case levels and analyze the disputes fairly. To calibrate the cases and categorize errors into respective filters Critical errors / major and minor errors based on the severities. Identify gaps and do root cause analysis. To gather data and analyze trends or patterns affecting quality and have periodic reviews periodically with teams / TL and managers. To assess the risks involved and proactively drive quality targets to improve performance and process cont...

Posted 1 week ago

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Senior Associate - Quality WNS

1.0 - 5.0 years

0 Lacs

maharashtra

On-site

As a Quality Analyst, your role will involve completing daily quality checks as per process requirements and meeting monthly sampling numbers for both voice and non-voice processes. You will be responsible for documenting quality scores, specific observations, feedback, and comments in the monitoring form. Providing timely feedback to agents for identified errors and completing Root Cause Analysis (RCA) for all errors are key aspects of your responsibilities. It will be expected of you to create Error Analysis/RCA Reports within defined timelines and ensure that the QA process adheres to ISO guidelines. Identifying areas of improvement for staff and sharing them with the Assistant Manager Qu...

Posted 1 month ago

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