Quality Analyst

Key Responsibilities

• Must have at least 3 months of collections experience; DRA certification preferred
• Perform data analysis and scrutinize client details to meet quality standards
• Identify process improvements based on study and QA feedback
• Use tools such as Pareto charts and run charts for performance analysis
• Achieve process SLAs and generate MIS reports
• Deliver presentations and share feedback to support continuous process improvement
• Maintain MIS and highlight areas of operational improvement
• Ensure compliance with Gage R&R specifications
• Open to working in rotational shifts
• Monitor team MIS to track productivity and skill enhancement
• Ensure maximum QA scores and achievement of targeted SLAs

Knowledge & Skills

• Excellent oral and written communication
• Strong client orientation and dispute handling skills
• Fast learner with strong analytical capabilities
• Good understanding of web applications and internet tools
• Perform fact-finding analysis to detect issues and offer solutions
• Communicate goals clearly to the team and foster collaboration