Job Summary
- Quality planning : Recommend, implement and monitor preventative and corrective actions to reduce the error count and improve the teams overall quality score
- Quality audits : Perform audits to ensure quality of information entered in the database is free from error
- Quality review : Based upon performance, identify team members and conduct quality review meetings
- Team queries : Address team queries to ensure data entered in the database is in sync with office guidelines/ global data standards
- Team huddle : Prepare data and conduct team huddle including:
- Transfer knowledge - refresher/ new guidelines received from offices
- Share best practices to avoid errors
- Present business case on client feedbacks and possible ways of avoiding them
- Reporting : Compile and publish reports as per the process requirements
- Process training : Conduct knowledge transfer sessions with new joiners and help them go live
- Interact with clients : Communicate directly with client w.r.t query/ clarity on request instructions
- Manage client escalations: RCA of customer complaints, taking correcting actions, sharing of feedback with concerned team members and sharing the closure report with the stakeholder
What will you need to succeed
- Personality: Self-driven, result-oriented with a positive outlook and having attention to detail. A natural forward planner who critically assesses own performance
- Quality Focus: Adhere to quality standards and be quality conscious. Must possess strong attention to detail and problem-solving ability
- Strong Client Focus: Understand client s requirement and believe in Client first always
- Team Player: Adapt to team and collaborate
- Communication Skills: Strong verbal and written communication
- Flexible to work in shifts: Morning (7:00 am to 4:00pm) and Evening (3:00pm to 12:00pm)
- Work from office: Should be ready to work from office as per the company policy
- Educational Qualification: Graduate
- Additional Certifications (preferred): Six Sigma, Continuous Process Improvement, Quality Management
