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Process Quality Analyst

2 weeks ago

Mumbai, Maharashtra, India BROCUS IT SOLUTIONS PVT LTD Full time ₹ 4,00,000 - ₹ 12,00,000 per year

Designation: Quality Analyst

1. Job Brief:

We are seeking a Quality Analyst who will ensure that agents deliver service aligned with organizational standards. Effective quality assurance will enhance agent performance, improve customer experience, and increase close rates.

Roles & Responsibilities:


• Develop and execute test plans to meet all objectives.


• Implement and monitor test scripts to assess functionality, reliability, performance, and quality.


• Identify and resolve defects in the production process.


• Strong knowledge of QC tools and methodologies.


• Proficient in MS Office and report preparation.


• Provide feedback, suggest process improvements, and drive quality initiatives.

2. Required Skills:


• Comfortable working night shifts and from the office.


• Excellent written and verbal communication skills.


• Conduct audits as per defined guidelines and sampling methods.


• Preference for candidates with international process experience.


• Ability to drive process improvement initiatives.


• Identify gaps, provide feedback, conduct call calibrations, refresher sessions, and prepare audit reports.


•
Shift Timing:
7:30 PM – 5:00 AM.

3. Perks & Benefits:

✓ Daily & Monthly Incentives

✓ Health Insurance

✓ Attendance Bonus

✓ 5 Working Days

✓ US & UK Shifts

Interview Timings:

6:30 PM to 8:30 PM (Monday to Friday)