Quality Auditor
- Cognizant
- 2 - 3 years
- Hyderabad
- 8 months ago
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Job Description
- Minimum 2-3 years of experience in a Quality Assurance or Quality Auditor role within the SAAS industry.
- Demonstrated understanding of quality audit principles and methodologies (e.g., call monitoring, transaction monitoring, process audits).
- Proven experience in providing effective and constructive feedback to agents and facilitating performance improvement.
- Strong ability to conduct Root Cause Analysis (RCA) using various techniques (e.g., 5 Whys, Fishbone Diagram) to identify underlying issues.
- Excellent analytical skills with the ability to interpret data, identify trends, and draw actionable conclusions.
- Exceptional written and verbal communication skills.
- Proficiency in using quality monitoring tools and software (e.g., contact center quality management systems).
- Strong attention to detail and accuracy.
- Ability to work independently and as part of a team in a fast-paced environment.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
- Should pitch in place of an Analyst
Qualifications:
- Business administration MBA from Tier-2 schools
- Certification in Quality Management (e.g., Six Sigma Yellow Belt/Green Belt) is a plus.
- Experience in a specific SAAS domain (e.g. Tech Support, Customer Service).
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality AssuranceRole Category: Quality Assurance - OtherRole: Quality Assurance - OtherEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Hyderabad+ View Contact
Keyskills: Quality Audit Call Monitoring Whys SAAS Quality Assurance Fishbone
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