Quality Analyst

Found in: Talent IN 2A C2 - 2 weeks ago

Thane, India Kotak Mahindra Bank Full time

We are currently looking for experienced Quality Analyst who would be responsible for conducting call audits, call monitoring and would act as SME for quality management systems.


Role: CEC-Analyst-Service Quality

Grade: M2/M3

Location: Thane, Noida, Hyderabad


Roles and responsibilities:

  • Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews).
  • Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark.
  • Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and net promoter score.
  • Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Quality CoE, Operations Leaders, Operations teams, etc.)
  • Serve as the subject matter expert for quality management systems including the call monitoring and document management systems.
  • Lead best practice sharing and learning sessions related to quality with quality analysts and quality subject matter experts.
  • Host and conduct internal/external calibration calls with various audiences (e.g. Quality Analysts, Operations leaders).
  • Actively measure, monitor, trend and report quality metrics to identify potential quality concerns.
  • Prepare quality related reports on a designated frequency for operations team, CoE leadership, quality committee as required.
  • Participate in stakeholder meetings to represent the quality function for the site managed.
  • Experience as Call Centre agent handling customer and also experience in Call audits
  • Keeping oneself updated with latest product/process by monthly self-call taking activity


Preferred Skills:

  • listening skills
  • a high level of professionalism
  • in conflict management
  • to confidently facilitate team discussion on quality/COPC parameters
  • in coaching and leading employees
  • and practical experience in effective coaching techniques
  • to continually support employees through individual development plans
  • management, organizational talent and presentation skills
  • to deal with constant change positively and maintain high motivation
  • team engagement and actions through internal survey results and insights
  • associates understand the performance bar and supports them to reach it
  • listening and conversation skills
  • Ability to confidently facilitate team discussion on quality/Weekly/ Monthly meets on parameters

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