Quality Analyst

Job Description

Quality Analyst

Type : Full Time

Location : Hyderabad

Experience Required : 2 Year(s)

Industry : BPO/ITES

Preferred Skills : BPO Customer Service Data Research Inbound Operations Research Analysis

Job Description :

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Role - Quality Executive

Job Responsibility

Identify the knowledge gaps, process gaps & Language gaps and ensure documentation of the work flow process as per ISO.

Monitor reports and analyze trends to provide inputs for increasing productivity in the shifts. 

Take corrective actions by doing data analysis to improve quality and process efficiency.

Compliance to Process set SOPs and Call Audit process

Preparing and maintaining Quality performance reports and Daily trackers

Process orientation, Computer savvy, good people management skills 

To give need based coaching and feedback inputs to the process floors, and undertake quality based floor initiatives, resulting in continuous improvement in performance and quality

Work with the operations team to improve quality of the associates.

Client interactions

Call audits as per plan, achieving quality levels as per KPI standards