Sr Quality Analyst//Technical Process//International BPO

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