Quality Analyst - QA

No Broker

ROLE AND RESPONSIBILITIES

Monitors calls/ transactions to gauge the health of the process and shares feedback with

Unit Heads/Team Leaders

Root cause analysis of process deviations, action plan development and resolution.

Handle & Resolve escalated calls/issues and requests from internal and external sources

Use excel data analysis and knowledge of the customer experience to prioritize critically

improvement initiatives.

Replicate best practices from other locations/processes to improve process performance

Coordinates with operations to achieve positive quality outcomes and at the same time

understanding business dynamics.

This position is responsible for conducting quality checks to assess the health of the

business. Analyst is also required to act as a Subject Matter Expert for the team. He/she

should endeavour to minimize negative customer experiences and should highlight issues

that could lead to the same

Monitor process adherence by comparing each task against specifications outlined in SOPs

and using fair judgment in understanding instructions provided by the Subject Matter

Experts, managers, or SOPs

Analyze and approve daily transactions.

Job Title: PIA Analyst

Department/Group: Process Improvement and

Adherence

Experience Min 1year relevant experience in QA

Process insights documentations.

Contribute scorecard analysis and conclusions to weekly, monthly, and quarterly business

review documents.

Communicate with stakeholders on process quality issues.

Perform repetitive tasks that will require the individual to make judgment-based decisions

based on guidelines provided in the standard operating procedures (SOPs)

Ensure compliance in all contractual /regulatory requirements and standard procedures and

policies

Establish / Maintain / Drive Quality Management system for the account.

Ensure appropriate corrective/preventive actions are taken for process improvement

• Experience

  1 - 7 Years

• No. of Openings

  15

• Education

  Any Bachelor Degree

• Role

  Quality Analyst - QA

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office