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