Senior Quality Analyst - International Call & Chat - MNC

Bestal Hr

3 - 8 years

10 - 12 Lacs

noida

Posted:1 day ago| Platform:

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Skills Required

quality quality analysis qc tools chat audit coaching tna process improvement sla tni training nps call quality metrics excel feedback call calibration fishbone dashboards report 7qc calibration lean six sigma pareto rca call monitoring six sigma call audit csat

Work Mode

Work from Office

Job Type

Full Time

Job Description

JD:

Identify gaps in processes and develop mitigation plans to reduce risk across the team and within operational functions
Monitor and report on chat & ticket activities and identify opportunities to strengthen controls
Represent business teams to initiatives that impact processes across the team ensuring team preparedness and operational readiness
Provide communication across the team for initiative updates and with stakeholders as needed for commercial awareness
Provide analytical insight and reporting within the team relative to key metrics and target goals
Identify the root cause of defects and find areas of improvement in the process in the process being audited.
Provide ideas for process improvements to enhance process efficiency, quality and customer experience
Run dip checks to ensure the retention of feedback provided

Who We're Looking For:

3+ Years in Quality Assurance
Coaching and Mentoring Experience
Practical knowledge & hands on experience with QC Tools
In-depth knowledge & experience in performance evaluation and driving metrics
Substantial experience in multiple stakeholder management
Innovative and flexible to adapt to changes in process/business
Excellent in Communication (English - both written and verbal)
Highly motivated, energetic, thorough, detail-oriented and able to multitask
Highly skilled in Excel/G-Sheets & MS Office
Strong presentation & reporting skills
Ability to coach and guide new hires and tenured resources on the floor
Experience in analysing CSAT, NPS etc. & able to provide POAs

Regards

Ishani

9076592318

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