
Senior Transaction Quality Specialist
3 days ago
Sr Quality Analyst//International BPO//Voice Process
About the RoleWe are seeking a highly skilled Senior Quality Analyst to join our organization. As a Senior Quality Analyst, you will play a key role in driving continuous improvement for transaction quality and delivery.
You will be responsible for managing claim quality & client-related KPIs, evaluating effectiveness of TQ interventions, strengthening quality management processes / framework to improve quality delivery, accurately capturing SLA/SLO metrics, the reporting needs of all clients, and setting up/customizing processes to seamlessly meet client expectations.
In addition, you will drive process control & compliance in addition to managing audit requirements, ensuring that huddle, feedback, and refresher processes are in place and are followed efficiently. You will also support the quality and compliance teams to perform COPC, FMEA, PFCU, and other audits and follow-ups based on observations/misses highlighted.
Responsibilities Include:- 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 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 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
To be successful in this role, you will need:
- 2+ years' experience as a quality analyst in international voice process in international BPO
- Strong working knowledge of quality matrices
- Excellent transactional quality domain knowledge
- Good working knowledge of TTQ (Training; Transaction Quality) systems, tools, and technologies
What We Offer
We offer a competitive salary package and opportunities for growth and development in a dynamic and innovative work environment.
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