Quality Analyst

3 days ago

Chennai, Tamil Nadu, India Chargeback Gurus Full time

Role & responsibilities

  • To be well versed with representment services subject knowledge, systems knowledge -access to various portals and applications. To keep abreast of Process/Client updates.
  • To do sampling based on the case counts and case levels and analyze the disputes fairly.
  • To calibrate the cases and categorize errors into respective filters Critical errors / major and minor errors based on the severities.
  • Identify gaps and do root cause analysis.
  • To gather data and analyze trends or patterns affecting quality and have periodic reviews periodically with teams / TL and managers.
  • To assess the risks involved and proactively drive quality targets to improve performance and process controls.
  • To provide structured and timely recommendations to the management on QA feeds, quality control mechanisms.
  • To provide constructive and objective feedback that effects positive changes in analyst performance.
  • To document and share comprehensive reports on the observations. Drive Operational efficiencies by reducing the process variations.
  • Review factual data about the error type, error percentage, consistency and improvements on the feedback sessions.

Key Result Areas

Calibrations

  • Evaluate case counts and case levels and do appropriate sampling.
  • Evaluate cases for client updates and quality metrics.
  • Identify deviations and filter as major / minor and critical errors.

Ensure the breaches are recorded and shared to avoid risks.

Risk Assessment

  • Gather data, analyze trends and patterns, and identify risks involved proactively.
  • Do gap analysis to identify the breaches.
  • Work on root cause analysis to minimize risks.

Observe the findings and prepare meaningful report.

Periodical reviews

  • Conduct periodical reviews with the TL & Managers.
  • Present ideas and solutions to reduce errors.
  • Present factual data on poor-quality metrics and workarounds.
  • Feed inputs for training needs.
  • Identify areas of improvements on a regular basis.

Course Correction

  • Provide constructive and subjective feedback to navigate quality improvements.
  • Communicate the quality metrics and expected quality targets to drive quality metrics.
  • Ensure the feedbacks are to improve the process.
  • Communicate effectively to bring in positive changes from the analysts.
  • Make timely recommendations for workflow changes or corrections required.

Reports

  • Prepare comprehensive reports which includes error %, error type, criticalities and process breaches.
  • Document calibration metrics, feedbacks shared, reports developed, and recommendations made.
  • Keep track of feedbacks shared and the improvements displayed at work.

Job Requirements

  • Any bachelors degree with more than 2 years experiences in the Quality or Chargeback field
  • Any relevant certifications related to Quality.

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