High-Quality Performance Expert
4 days ago
We seek an experienced Quality Analyst to drive continuous improvement for transaction quality and delivery.
- Main responsibility is to manage claim quality, client related KPIs, evaluate the effectiveness of TQ interventions, strengthen quality management processes to improve quality delivery, accurately capture SLA/SLO metrics and reporting needs of all clients, generate out-of-the-box ideas and process improvement initiatives in the account, drive process control and compliance as well as manage audit requirements.
- 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.
- Minimum 2 years 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.
You should have excellent communication skills, good analytical skills, and the ability to work in a virtual environment.
This role requires a strategic thinker who can develop innovative solutions to improve business outcomes.
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