Experienced Quality Assurance Professional
1 week ago
We are seeking an experienced Quality Analyst to join our International Voice Process Team.
The ideal candidate will have a minimum of 2 years' experience as a Quality Analyst in an International Voice Process environment.
- Drive continuous improvement for Transaction Quality and Delivery.
- Manage claim Quality & Client related KPIs.
- Evaluate effectiveness of TQ interventions.
- Strengthen Quality management processes/framework to improve quality delivery.
- Accurately capture SLA/SLO metrics, the reporting needs of all clients, and set up/customize processes to seamlessly meet client's expectations.
- Generate and implement out-of-the-box ideas and process improvement initiatives in the account.
- Drive Process control & Compliance, in addition to managing audit requirements.
- Ensure that huddle, feedback, and refresher processes are in place and followed efficiently.
- Support the Quality and Compliance teams to perform COPC, FMEA, PFCU, and other audits/follow-ups based on observations/misses highlighted.
- 2+ years' experience as a Quality Analyst in International Voice Process.
- Strong working knowledge of TTQ systems, tools, and technologies.
- Excellent transactional quality domain knowledge.
- A competitive salary package.
- Ongoing training and development opportunities.
- A dynamic and supportive work environment.
Our mission is to deliver exceptional customer experiences through innovative solutions and technology.
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