Senior Quality Analyst

1 week ago

Delhi, India Baazi Games Full time
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our associates who deal with our existing and potential customer. The QA will monitor inbound/ outbound call /emails/Chat responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to organizations policies and procedures.
Responsibilities
Report violations of rules, regulations, policies, and procedures by evaluating or recommending the initiation of investigative and corrective procedures
Auditor will have to conducts audits daily
Create models that optimize the resources, inputs & outputs of Compliance operations business
Reporting of key insight trends, using statistical rigor to simplify and inform the larger team of noteworthy story lines
Preparation of daily dashboards and analysis of reports/data
Publish quality scores with teams and provide feedbacks to the associates and close loop on audit observations
Identify root cause of defects/errors and find areas of improvements in the process being audited. Provides ideas for process improvements to enhance process efficiency, quality and customer experience based on audits
Respond to stakeholders with guidance and flags any updates to Lead/Manager
Organizing calibration sessions with Quality/Operations/Trainings
Identifying TNI and BQM basis on quality dashboard and auditing chat/email/calls for TNI and BQM
Conducting CSAT analysis to improve the process towards customer satisfaction and bridge the existing process gaps  Coaching the associates on quality parameters and organization’s expectations
Conducting quality sessions in NHT batches for quality parameters understanding
End to end audit and feedback closure for OJT & nesting advisors
Conducting process update huddles like pre-shift/ post-shift
Initiating different activities for associates health check like dip check/ live audits etc.
Skills Required
Proficiency in verbal & written communication in English
Good working knowledge of MS Office, MS Outlook; MS Excel proficiency is an advantage
Strong attention to details  Ability to analyse and identify patterns in large data sets
Knowledge of feedback techniques Basic Qualifications
Graduation in any Discipline is required for this position
Should have Knowledge of 7QC, CSAT, Hygiene audit, tools, initiative
Decision making aptitudes based on given guidelines and in ambiguous contexts
Must be comfortable working with large data sets
2-5 years of experience in data-driven business operations processes – Business Process Outsourcing, Operations processes; Database management is an added advantage

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