
Lead Quality Expert
3 days ago
Drive Quality Excellence
We are seeking a talented Quality Analyst to join our team in an International Voice Process role. As a key member of our organization, you will be responsible for driving continuous improvement for Transaction Quality and Delivery.
Key Responsibilities:
- 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
Requirements:
- Minimum 1 Year Experience as Quality Analyst in International Voice Process
- Worked on 7QC tools
- Excellent transactional quality domain knowledge
- Good working knowledge of TTQ (Training; Transaction Quality) systems, tools and technologies
- Knowledge of analyzing, Driving improvement & Innovation
Experience required-
- 2 years + Experience as a Quality Analyst in International Voice Process in International BPO
- Strongly worked on QUALITY Matrices
We seek candidates with strong analytical skills, excellent communication skills, and ability to work independently.
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