Process Quality Analyst

2 days ago


Chennai, India Movate Full time

Experience: 2-6yrs

Designation: Process Quality Analyst

Location: Chennai (Ambit IT Park)

Shifts: Flexible to work in Night Shifts

Work Model: Work From Office

We are looking for immediate joiners only

Job Description:

  • To review the escalation cases received from customer and analyze the root cause in order to reduce the escalations in future.
  • To suggest action plans and corrective measures to Operations Team based on the review from escalation audits.
  • To audit voice and non-voice cases on daily basis and share feedback to Engineers who are aligned with.
  • To send weekly trend report on quality scores of aligned Engineers to team managers
  • To take corrective measures in improving the quality scores of BQ Engineers
  • To be a part of calibration session between Quality and Operations team
  • To conduct quality induction for the new hire Engineers
  • To conduct refresher training for the existing Engineers
  • To send compliance reports on quality parameters to Operations Team on daily/weekly basis



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