Quality Analyst

3 days ago

Mumbai, Maharashtra, India Hireized Full time

Only Mumbai Based candidates should apply

Core responsibilities

Quality standards and framework:

  1. Define, standardize, and monitor quality parameters for processes and services.
  2. Review and suggest improvements to quality frameworks and scoring rubrics.
  3. Ensure all services meet quality standards and customer expectations before they reach the customer.
  4. Auditing and validation:
  5. Conduct audits to ensure operational processes and customer interactions comply with internal policies and external regulations.
  6. Audit the work of junior QAs and validate their findings for accuracy.
  7. Analysis and reporting:
  8. Collect and analyze data related to service quality and customer satisfaction.
  9. Track error trends, prepare quality dashboards and reports, and present findings to management.
  10. Use data to identify areas for improvement and measure the effectiveness of quality initiatives.
  11. Mentorship and training:
  12. Mentor and coach junior Quality Analysts.
  13. Participate in calibration sessions to ensure consistent scoring.
  14. Assist in developing and conducting training programs for staff to improve skill sets.
  15. Continuous improvement:
  16. Drive continuous improvement initiatives to enhance audit accuracy and reduce defects.
  17. Collaborate with operations and training teams to align quality outcomes with business goals.
  18. Support the implementation of automation or AI tools to streamline QA processes.
  19. Stakeholder collaboration:
  20. Interact actively with clients at an operational level.
  21. Provide structured feedback to operations and training teams.
  22. Liaise with leadership to align quality KPIs with business goals.

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