Senior Quality Analyst - Technical Process - International BPO

Role and 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.

Key skills & knowledge:

- 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.