Quality analyst

Role and Key Responsibilities:

Evaluate Transactions/call/chats as per Training & Competency Scheme / Client

approved sampling methodology

Ensure adherence to quality norms as per client specifications; Ensure that internal

policies, procedures and compliance regulations are being followed

Ensure that associates perform efficiently and effectively within their assigned areas,

with pre - determined performance standards

Identify improvement opportunities, develop and drive appropriate action plans for

quality enhancement.

Partner with Operations and streamline / enhance metrics

Reduce the learning curve and help enhance the product/process knowledge of new

team members

Client Coordination - Handling Client Escalations,calibration calls, reports etc.

Communicate to heighten awareness and focus on importance of improving the overall

customer experience

Performance management & Bottom Quartile Improvement

Conduct calibration with the internal & external customers

Prepare TNI & conduct refreshers on top themes

Generate quality reports, update records for MIS

Generating huddle packs & Conduct Refreshers basis the Themes & Trends Identified

Analyze the data of the team aligned and make dashboards. Make recommendations and

drive improvement

Support the Company's pursuit of high-quality service to internal and external

customers and enhance the overall customer experience

Ensure that internal policies, procedures and compliance regulations are being followed

Identify operational / training issues and help team members in fixing these gaps.

Key Skills and knowledge:

Good analytical, logical reasoning & numerical ability

Strong Process/Product Knowledge

Training, Coaching & Mentoring skills

Eye For Detail - Ability to identify/dissolve potential failure modes

Excellent interpersonal and communication skills required as the job involves extensive

interaction and feedback

Excellent Data Interpretation/Presentation Skills

Good Written and Verbal Communication Skills

Customer Orientation & customer first belief

Good People management skills

Process orientation & structured thinking

Basic knowledge of Quality Tools

Proficient in MS Excel and PowerPoint.