Process Quality Analyst
2 days ago
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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