Quality Analyst

1 week ago


Noida, Uttar Pradesh, India Tech Mahindra Full time

Job Description

  • Conduct Transaction Quality Audits
  • Perform Audit Data Analysis & Error Analysis
  • Present Transaction Quality Metrics
  • Offer Feedback and recommendations for enhancement
  • Create Dashboards at specified intervals
  • Lead Quality Initiatives
  • Supply data inputs to internal stakeholders
  • Be Flexible and Available for any unforeseen business needs
  • Maintain Confidentiality, Availability, and Integrity of Data
  • Prior experience in BFSI sector is desirable
  • Previous Customer Service roles are essential
  • Two years of experience as an associate in Customer Service, Back office, or Chat
  • 1 Year of Quality Assurance experience in Customer Service, Back office, or Chat

Preferred competencies

  • Understanding of the process, evaluation & feedback, reporting, and analysis
  • Establish controls on Transaction Processing to achieve Zero-Defect Output
  • Report and Share Transaction Quality Metrics
  • Develop Dashboards
  • Offer Feedback and recommendations for enhancement
  • Perform GAP Analysis & Controls
  • Conduct Error Analysis and Root Cause Analysis for process discrepancies
  • Follow and maintain Internal and External QMS Audit Requirements
  • Consistently Focus on meeting and surpassing SLAs
  • Initiate quality improvements at process level
  • Review and monitor the progress on action plans from internal teams and highlight any deviations
  • Execute improvement projects in identified areas on a monthly basis


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