Quality Analyst

Company Description

At eMudhra, we empower organizations through digital transformation, focusing on what customers value most and creating innovative operating models for competitive differentiation. Our diverse solutions for both enterprise and consumer markets are designed to reshape customer value propositions. eMudhra is known for providing innovative solutions that transform how consumers interact with large organizations, including government entities. We strive to stay relevant by adopting a market-based approach to address customer needs and streamline their operations.

Role Description

This is a full-time, on-site role for a Training & Transactional Quality Analyst based in Bengaluru. The Quality Analyst will be responsible for performing quality control checks, conducting quality assurance processes, and ensuring quality management systems are adhered to. Day-to-day tasks will include analyzing data, identifying quality issues, implementing corrective actions, and collaborating with team members to improve overall product quality.

Experience Required:

• Minimum 2 years (Voice & Non-Voice Support) as a QA
• Minimum 3 years in a Customer Facing Role as a base

Key Responsibilities:

Transactional Monitoring and Audits

• Conduct ticket audits (calls, emails, and chats) initially to establish hygiene and identify Critical vs Non-Critical errors for all our Enterprise products.
• Perform SLA adherence audits and ageing analysis.
• Drive 
  ACPT Audits
   (Agent, Customer, Process, Technical).
• Perform 
  resolution error analysis
   to monitor effectiveness of problem-solving.
• Conduct 
  communication effectiveness audits
   focusing on linguistic accuracy and tone.
• Audit 
  effort analysis
   to measure customer effort in resolution.
• Monitor and analyze 
  First Contact Resolution (FCR)
   accuracy.
• Conduct 
  documentation and rework audits
   to ensure compliance and completeness.
• Review 
  CSAT audit insights
   and identify improvement areas.
• Perform 
  escalation audits
   to evaluate dependency handling.
• Execute 
  handoff audits
   to review ownership and seamlessness.
• Ensure 
  multi-channel consistency audits
   across entire customer journey lifecycle.
• Initiate 
  Failure Modes & Effects Analysis (FMEA audits)
• Implement 
  Zero Tolerance Policy (ZTP audits)
   after policy rollout.

Other QA Functions

• Execute 
  sampling & auditing methodology
   along with quartile-based management.
• Provide timely, constructive 
  feedback and coaching
   to agents.
• Support 
  knowledge base management
   for accuracy and usability.
• Apply and propagate 
  QA best practices
   and ensure calibration sessions across teams.
• Collaborate with leadership to drive 
  process improvements & back-to-basics initiatives.
• Review 
  longest/shortest call analysis
   and optimize handling strategies.
• Conduct 
  ticket disposition audits
   to evaluate unresolved/closed tickets.
• Sharing regular Product Feedback with the team.

Requirements

• Education:
   Bachelor's degree in any discipline; Masters is an added advantage.
• Experience:
   Minimum 2 years of QA experience handling both voice and non-voice processes.
• Certification:
   Six Sigma Yellow Belt is required; Green Belt is an added advantage.

Skills & Competencies:

• Strong analytical, auditing, and process improvement skills.
• Excellent written and verbal communication abilities.
• Ability to perform linguistic audits and assess customer-centric communication.
• Knowledge of SLA measurement and operational metrics.
• Proficient in quality & MS Excel, and reporting methods.
• Strong coaching, calibration, and facilitation capabilities.
• Knowledge of C-SAT, NPS, CES etc. would be an added advantage.

Other Competencies Required:

• Analytical Skills
• Quality Control and Quality Assurance expertise
• Quality Management skills
• Excellent Communication skills
• Strong attention to detail and problem-solving abilities
• Should be open and willing to work for 6 days a week
• 24/7 Operations

What We Offer

• Opportunity to lead impactful process improvement and customer experience initiatives.
• Exposure to multi-channel QA operations in a fast-paced environment.
• A culture that values employee development, quality excellence, and career progression.
• Competitive salary as per the industry standards.
• Experience handling customers, teams, process and programs.

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