Quality Analyst
Posted on :
13-10-2024
Employer Active
1 Vacancy
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Job Description
- Lead initiatives and practice for meeting contractual SLAs pertaining quality audit targets
- Identify risks, deliver feedback and recommendations on audited interactions within the specified timelines
- Conduct team briefings on performance, Qualitative inputs, Process updates, top errors identified through monitoring, Q&A
- Lead calibration & transactions check sessions with cross function teams to ensure quality standards are maintained
- Produce and monitor variance and flux analysis for identifying improvement opportunities
- Perform regular checks to ensure specific abnormalities are highlighted to the internal team/s
- Ability to coach at an agent level & review performance on the end metrics – FCR, C-SAT, AHT
- Visual management - Team wise daily and MTD scores on Quality, CSAT, CCR to help in identifying gaps in the Process or Technology, and make recommendations to streamline and improve
- Partner effectively with training and supervising teams to update training materials and leading focus areas aimed at continuous Quality improvement
- Mentor and train junior team members
- Liaison with client(s) for proposing and adopting Quality improvement initiatives
Employment Type
Full Time
Key Skills
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