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Analyst - Transactional Quality

3 months ago

Pune, Maharashtra, India Allstate Benefits Full time
Job Description

Job Description :
The candidate will be working form office and home as per the business requirementEmployee should be open to work in different shifts as per business requirement (US Shift only)

Job Responsibilities :
Perform quality checks for in scope activities using approved QC parameters as per agreed sampling percentage and frequency for Spanish & English LanguageReport the QC numbers to stakeholders as per agreed frequency & with accuracyMaintain calibration variance within acceptable target agreedPerform RCA & CAPA in Collaboration with operations stakeholdersAnalyze the quality data and share ideas/action plan to improve the current process & drive the improvement initiative with the help of TL or SME

Primary Skills:
Candidate needs to be B2 Level certified in Spanish language (DELE or Equivalent Certification)

Good Insurance domain & Process knowledgeMinimum 1 year of contact center experienceExcel and PowerPoint skillsAttention to DetailAbility to share Constructive FeedbackEffective Communication in Spanish & English languageBasic knowledge of Quality Tools:
RCA, CAPA, Sampling Methodology, etc.
Expert in Reporting/Data Analysis