Quality Analyst
- Concentrix
- 3 - 8 years
- Hyderabad
- 26 days ago
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Job Description
ROLE: Sr Quality Analyst
DESIGNATION: Sr Quality Analyst
LOCATION: Bangalore
YEARS OF EXPERIENCE: 2 Years
We are a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Role and Key Responsibilities:
- Evaluate transactions/calls/chats as per Training & Competency Scheme / approved sampling methodology
- Ensure adherence to quality norms as per specifications; ensure that internal policies, procedures, and compliance regulations are being followed
- Ensure that associates perform efficiently and effectively within their assigned areas, with pre-determined performance standards
- Identify improvement opportunities, develop and drive appropriate action plans for quality enhancement
- Partner with Operations and streamline/enhance metrics
- Reduce the learning curve and help enhance the product/process knowledge of new team members
- Coordination - Handling escalations, calibration calls, reports, etc.
- Communicate to heighten awareness and focus on importance of improving the overall customer experience
- Performance management & Bottom Quartile Improvement
- Conduct calibration with internal & external stakeholders
- Prepare TNI & conduct refreshers on top themes
- Generate quality reports, update records for MIS
- Generate huddle packs & conduct refreshers based on identified themes & trends
- Analyze team data and create dashboards; make recommendations and drive improvement
- Support the pursuit of high-quality service to internal and external customers and enhance overall customer experience
- Ensure that internal policies, procedures, and compliance regulations are being followed
- Identify operational/training issues and help team members in fixing these gaps.
Desired Skills:
- Good analytical, logical reasoning & numerical ability
- Strong process/product knowledge
- Training, coaching & mentoring skills
- Eye for detail - ability to identify/dissolve potential failure modes
- Excellent interpersonal and communication skills required as the job involves extensive interaction and feedback
- Excellent data interpretation/presentation skills
- Good written and verbal communication skills
- Customer orientation & customer-first belief
- Good people management skills
- Process orientation & structured thinking
- Basic knowledge of quality tools
- Proficient in MS Excel and PowerPoint
Educational Qualification: Graduation
Disclaimer:
Neither the company nor any authorized third party who assists with our recruitment process ever asks candidates for recruitment, processing, or any other kind of fees in exchange for offer letters. Offer letters and other recruiting correspondence are printed on official letterhead with authentic signatures of appropriate authorities.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality AssuranceRole Category: Quality Assurance - OtherRole: Quality Assurance - OtherEmployement Type: FreshersContact Details:
Company: ConcentrixLocation(s): Hyderabad
Keyskills: International Banking International Voice Quality Assurance Call Monitoring RCA QC Tools Call Audit Quality Analysis Quality Check
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