Quality Analyst - QA

No Broker

role and responsibilities

● monitors calls/ transactions to gauge the health of the process and shares feedback with

unit heads/team leaders

● root cause analysis of process deviations, action plan development and resolution.

● handle & resolve escalated calls/issues and requests from internal and external sources

● use excel data analysis and knowledge of the customer experience to prioritize critically

improvement initiatives.

● replicate best practices from other locations/processes to improve process performance

● coordinates with operations to achieve positive quality outcomes and at the same time

understanding business dynamics.

● this position is responsible for conducting quality checks to assess the health of the

business. analyst is also required to act as a subject matter expert for the team. he/she

should endeavour to minimize negative customer experiences and should highlight issues

that could lead to the same

● monitor process adherence by comparing each task against specifications outlined in sops

and using fair judgment in understanding instructions provided by the subject matter

experts, managers, or sops

● analyze and approve daily transactions.

job title: pia analyst

department/group: process improvement and

adherence

experience min 1year relevant experience in qa

● process insights documentations.

● contribute scorecard analysis and conclusions to weekly, monthly, and quarterly business

review documents.

● communicate with stakeholders on process quality issues.

● perform repetitive tasks that will require the individual to make judgment-based decisions

based on guidelines provided in the standard operating procedures (sops)

● ensure compliance in all contractual /regulatory requirements and standard procedures and

policies

● establish / maintain / drive quality management system for the account.

● ensure appropriate corrective/preventive actions are taken for process improvement

• Experience

  1 - 7 Years

• No. of Openings

  15

• Education

  Any Bachelor Degree

• Role

  Quality Analyst - QA

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office