Quality Analyst

*****************SIX SIGMA MANDATORY*************

PRINCIPLE PURPOSE OF JO

This role is to develop, measure and maintain the quality standards and drive continuous improvement initiatives. Primary role of senior quality analyst is to ensure that associates undergo a thorough quality check process and adhere to the process specific requirements. Senior quality analyst is also expected to analyze data, identify and flag potential risk areas & recommend preventive action. Senior quality analyst works closely with the operations team in achieving and maintaining accuracy and overall efficiency on the program.

JOB RESPONSIBILITIES

• End to end deployment of quality function in assigned projects.
• Driving six sigma initiatives in assigned projects.
• Responsible for call/data quality monitoring.
• Provide feedback to agents using prescribed feedback model.
• Mentoring and coaching agents on process level issues.
• Monitor adherence to compliance procedure and processes.
• Responsible for reporting program level quality score to the process owners.
• Responsible for conducting calibration and performance review call in terms of quality with client as well as the internal team.
• Conduct refresher training on the basis of the errors identified.
• Maintaining update log and communicate process updates by conducting a session
• Perform weekly analysis aiming at improving SLA.
• Perform brainstorming and root cause analysis to analyze data and provide tips or suggestions to operation/management team.
• Identify and highlight potential risk areas and recommend preventive action.
• Maintaining a robust monitoring system to ensure key program metrics are adhered to and required level of quality is maintained across the board.

ATTRIBUTES AND BEHAVIORS

• Develops and maintains positive working relationships with others.
• Shares ideas and information.
• Assists colleagues unprompted.
• Takes pride in the achievement of team objectives.
• Has credibility with peers and senior managers.
• Self-motivated driven to achieve results.
• Works with a sense of urgency.
• High customer service ethic – is passionate about meeting customer expectations and improving service levels.
• Keeps pace with change – acquires knowledge/skills as the business evolves.
• Handles confidential information with sensitivity.

RELEVANT EXPERIENCE & EDUCATIONAL REQUIREMENTS

• Clearance of all major exams (SSC, HSC, qualifying degree).
• Graduates – Preferred.
• Experience in US healthcare.
• At least 3 to 5 years of experience as a quality analyst.
• Adequate knowledge of quality tools (Green belt certification to be an added advantage).

SKILLS & COMPETENCIES

• Excellent verbal and written communication skills.
• Excellent documentation and business writing skills.
• Excel proficiency.
• Ability to work well under pressure and meet deadline.
• Ability to work on multiple projects simultaneously.
• Ability to work creatively and analytically in a problem solving environment.

JOB DEMANDS

• Occasional requirement to travel (primarily related to training and company meetings) within India/US.
• Ability to work seated at a computer for long periods of time.
• Candidate should be ready to work in different shifts, including night shift.

KEY CONSTITUENTS

• No direct reports.
• Internal:
• Quality Manager and Team Leader.
• Operations Manager and Team Leader.
• Production Resources.
• External:
• Client interactions as and when required.

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