Quality Analyst
3 weeks ago
Conduct Transaction Quality Audits
Conduct Audit Data Analysis & Error Analysis
Provide Transaction Quality Metrics
Provide Feedback and suggestions for improvement
Publish Dashboards at defined intervals
Drive Quality Initiatives
Provide data inputs to internal stakeholders
Flexibility and Availability for any ad-hoc business requirement
Ensure Confidentiality, Availability, and Integrity of Data
BFSI experience preferred
Customer Service experience required
Two years of experience as associate in Customer Service or Back office or Chat
1 Year of QA experience in Customer Service or Back office or Chat
Preferred competencies
Knowledge: Understanding of the process, evaluation & feedback, reporting and analysis
Establish controls on Transaction Processing aiming for a Zero-Defect Output
Report and Publish Transaction Quality Metrics
Publish Dashboards
Provide Feedback and suggestions for improvement
GAP Analysis & Controls
Error Analysis and Root Cause Analysis for process deviations
Adherence & record maintenance to Internal and External QMS Audit Requirements
Continuous Focus and Drive to meet and exceed SLAs
Drive process level quality initiatives
Responsible for reviewing and tracking the progress on the action plans shared by the internal teams and highlighting deviations
Responsible for carrying out improvement projects on the areas identified as improvement areas on monthly basis
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