Sr Quality Analyst//Technical Process//International BPO

Job Description

Leading BPO in Hyderabad Role - Sr Quality Analyst International Technical Voice Process Require minimum 1 Year Experience in International Technical Voice Process(Troubleshooting) Worked on 7QC tools US SHIFTS Looking for Excellent Communication Skills Virtual Interviews Please Note- Only Immediate Joiners or Max 15 Days Notice Period can apply WORK FROM OFFICE Education- Graduate / Postgraduate Role and Key Responsibilities:  Conduct compliance and Quality checks and ensure timely closure as per defined targets  Drive continuous improvement - make recommendations and drive improvement  Participate/ Conduct internal & external calibrations to ensure consistent scoring & feedback delivery approach  Coach the gamechangers as per coaching models  Analyze and report on any fluctuations / changes in how processes are followed or in Key or Critical Service Levels attainment  Data analysis and creation of designated reports/presentations  Provide key insights to stakeholders based on quality evaluations  Skilled to create TNI and Share quality audit report with training department  Take on additional responsibilities and projects for process improvement  Perform Root Cause Analysis on identified defects  Provide key insights from case scrubs/RCAs and Analysis  Client Escalation Management  Strengthen Quality management processes / framework to improve quality delivery  Ensure data management for all deliverables and be accessible without any delay Key skills & knowledge:  Good communication (verbal and written) and Analytical skills  Good interpersonal skills  Good Knowledge of computer basics/ troubleshooting  Ability to demonstrate and improve customer service skills  Knowledge about the 7 tools of quality will be an added advantage  Strong documentation and email etiquette  Working knowledge of MS office applications like Excel and Power point  Understanding of the Audit/mining & skills of effective Feedback/ Coaching process  Flexible to work in Shifts  Ability to work under pressure and in strict timelines Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 Show more Show less