Senior Associate - Quality

Role Overview: As a Quality Analyst, your primary responsibility will be to complete daily quality checks for both voice and non-voice processes according to process requirements. You will need to meet the monthly sampling targets and maintain accurate documentation of quality scores, observations, feedback, and comments in the monitoring form. Providing timely feedback to agents for identified errors and conducting Root Cause Analysis (RCA) for all errors are crucial aspects of your role. Additionally, you will be expected to generate Error Analysis/RCA Reports within specified timelines and ensure compliance with ISO guidelines. Identifying areas for staff improvement and communicating them to the Assistant Manager Quality will also be part of your duties. Attending development and quality trainings designated for Quality Analyst/Lead Quality Analyst is a key requirement. Proficiency in MS Office applications such as Excel, PowerPoint, and Word is a must. Key Responsibilities: - Complete daily quality checks for voice and non-voice processes as per process requirements - Document quality scores, specific observations, feedback, and comments in the monitoring form - Provide timely feedback to agents for identified errors - Conduct Root Cause Analysis (RCA) for all errors - Generate Error Analysis/RCA Reports within defined timelines - Ensure adherence to QA process according to ISO guidelines - Identify areas of improvement for staff and share them with the Assistant Manager Quality - Attend development and quality trainings designated for Quality Analyst/Lead Quality Analyst Qualifications Required: - Graduate/Post Graduate degree with at least 1 year of overall work experience - Previous experience in the General Insurance or service industry in the quality domain preferred - Excellent written and verbal communication skills - Working knowledge of Excel and PowerPoint - Candidates with operations background are encouraged to apply (Note: The mentioned job description does not contain any additional details about the company.),