job title:
sr quality analyst
job description
the sr quality evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. this position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
key responsibilities:
- conduct compliance and quality checks and ensure timely closure as per defined targets
- drive continuous improvement - make recommendations and drive improvement
- participate/ conduct internal & external calibrations to ensure consistent scoring & feedback delivery approach
- coach the gamechangers as per coaching models
- analyze and report on any fluctuations / changes in how processes are followed or in key or critical service levels attainment
- data analysis and creation of designated reports/presentations
- provide key insights to stakeholders based on quality evaluations
- skilled to create tni and share quality audit report with training department
- take on additional responsibilities and projects for process improvement
- perform root cause analysis on identified defects
- provide key insights from case scrubs/rcas and analysis
- client escalation management
- strengthen quality management processes / framework to improve quality delivery
- ensure data management for all deliverables and be accessible without any delay
desired skills:
- good communication (verbal and written) and analytical skills
- good interpersonal skills
- good knowledge of computer basics/ troubleshooting
- ability to demonstrate and improve customer service skills
- knowledge about the 7 tools of quality will be an added advantage
- strong documentation and email etiquette
- working knowledge of ms office applications like excel and power point
- understanding of the audit/mining & skills of effective feedback/ coaching process
- flexible to work in shifts
- ability to work under pressure and in strict timelines
education- graduation
qualification: graduate
call apoorva to schedule your interview
