Senior Quality Analyst - End To End Sales

We are hiring for Senior QA's & QA's for Hexaware Technologies!

Location -Ghansoli (MBP)

Education - Undergraduate & Graduates

Working days - 6 days working with Sunday fix Off

Role & responsibilities

• Experience in Outbound Sales (Insurance Domain preferred)

• Knowledge of Quality Assurance

• Minimum of 1 year of experience as a Quality Analyst in a Sales Process

• Proficient in using quality tools such as Lean, Kaizen, and Six Sigma.
• Strong understanding of Outbound Sales, Customer Centricity and Process Dynamics
• Provide active feedback to agents through Call Audits to ensure continuous quality improvement and adherence to standards.
• Generate audit reports and analyze results to identify areas for process enhancement and agent performance improvement.
• Implement and maintain quality-monitoring standards, ensuring they are adhered to by the team in order to achieve consistent quality output.
• Monitor ID movements and follow-up actions, taking corrective measures where necessary to improve process efficiency and effectiveness.
• Participate actively in huddle sessions, providing valuable insights into error trends, process updates, and technical challenges to the team.
• Utilize feedback and coaching techniques to guide agents towards improved performance and process understanding.
• Apply quality tools such as Lean, Kaizen, and Six Sigma to drive process improvements and operational excellence.

• Maintain an understanding of B2C Sales, Customer Centricity and Process Dynamics to ensure alignment with organizational goals and customer expectations.

• Should be able to work on RCA and provide sound judgment
• Experience in delivering training sessions to enhance team skills and knowledge in quality assurance processes.
• Ability to analyze complex data sets and present findings to stakeholders for informed decision-making.

If Interested share your updated resume on Vrushalid1@hexaware.com (whats app - 8999838823 can connect 12pm -7pm Monday to Friday)

Thanks!