Senior Quality Professional

5 days ago

Tiruchi, Tamil Nadu, India beBeeQuality Full time ₹ 30,00,000 - ₹ 60,00,000

Excellent Communication Skills are required for this role of Sr Quality Analyst. We are looking for a skilled professional with experience in International Voice Process.

This is an opportunity to work with a leading BPO in Chennai, where you will be responsible for driving continuous improvement for Transaction Quality and Delivery. You will also manage claim Quality & Client related KPIs, evaluate effectiveness of TQ interventions, and strengthen Quality management processes / framework to improve quality delivery.

The ideal candidate will have a strong working knowledge of TTQ (Training; Transaction Quality) systems, tools and technologies. They will also have excellent transactional quality domain knowledge, good working knowledge of TTQ systems, tools and technologies, and the ability to analyze, drive improvement & innovation.

Required Qualifications:

  • 2years + Experience as a Quality Analyst in International Voice Process in International BPO
  • Strongly worked on QUALITY Matrices
  • Excellent transactional quality domain knowledge
  • Good working knowledge of TTQ (Training; Transaction Quality) systems, tools and technologies

Benefits:

This role offers the opportunity to work with a dynamic team, where you will be supported by the Quality and Compliance teams to perform COPC, FMEA, PFCU and other audits and follow ups based on observations/misses highlighted.

Roles & Responsibilities:

  • 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 the audit requirements
  • Ensure that huddle, feedback and refresher processes are in place and are followed efficiently
  • Support the Quality and Compliance teams to perform COPC, FMEA, PFCU and other audits and follow ups based on observations/misses highlighted

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