Quality Analyst

Key Responsibilities

• Minimum 3 months of experience in collections; DRA certification preferred
• Perform detailed data analysis and scrutinize client-provided details
• Meet quality standards and suggest process improvements based on findings
• Use QA tools such as Pareto charts, run charts for performance evaluation
• Achieve process SLAs and prepare MIS reports on time
• Share feedback and analysis through presentations for continuous process improvement
• Maintain and update MIS while reporting areas of improvement
• Achieve minimum Gage R&R specifications
• Open to working in rotational shifts
• Ensure adherence to QA scores and process improvement plans
• Track SLAs and productivity through MIS for performance enhancement

Knowledge & Skills

• Strong oral and written communication
• Excellent client orientation and dispute handling skills
• Fast learner with strong analytical capabilities
• Good understanding of web applications and internet usage
• Conduct fact-finding analysis to identify trends and pre-empt issues
• Effectively communicate goals and collaborate with team in a participative setup