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Quality-Assurance Analyst
Experience: 1 – 3 yr(s).
No. of Positions: 1
Role & Responsibilities:

  • Responsible for call/chat/Email quality monitoring
  • Provide feedback to agents using prescribed feedback model to improve quality scores
  • Mentoring and coaching agents on process level issues
  • Monitor adherence to compliance procedure and processes
  • Responsible for reporting program level quality score to the process owners
  • Responsible for conducting calibration and performance review call in terms of quality with client as well as the internal team
  • Conduct refresher training based on the errors identified
  • Maintaining update log and communicate process updates by conducting a session
  • Perform weekly analysis aiming at improving SLA
  • Perform brainstorming and root cause analysis to analyze data and provide tips or suggestions to operation/management team
  • Identify and highlight potential risk areas and recommend preventive action
  • Maintaining a robust monitoring system to ensure key program metrics are adhered to and required level of quality is maintained across the board
  • Data analysis and making designated reports/decks
  • Should be able to identify gaps and provide insights for process improvements
  • Identify trends and recommend opportunities for improvement

Skills & Attributes:

  • Graduate in any discipline
  • Six Sigma (Yellow/ Green Belt) {Preferred}
  • Ability to deliver high quality documentation paying attention to details
  • Excellent writing skills in English
  • Excellent knowledge of Microsoft Office

Other Details:

  • Salary – As per industry norms
  • 5 days a week working
  • 9 hours shift
  • Job Location – Udyog Vihar, Gurgaon