Quality Analyst

Job Summary

• Quality planning : Recommend, implement and monitor preventative and corrective actions to reduce the error count and improve the teams overall quality score
• Quality audits : Perform audits to ensure quality of information entered in the database is free from error
• Quality review : Based upon performance, identify team members and conduct quality review meetings
• Team queries : Address team queries to ensure data entered in the database is in sync with office guidelines/ global data standards
• Team huddle : Prepare data and conduct team huddle including:

1. Transfer knowledge - refresher/ new guidelines received from offices
2. Share best practices to avoid errors
3. Present business case on client feedbacks and possible ways of avoiding them

• Reporting : Compile and publish reports as per the process requirements
• Process training : Conduct knowledge transfer sessions with new joiners and help them go live
• Interact with clients : Communicate directly with client w.r.t query/ clarity on request instructions
• Manage client escalations: RCA of customer complaints, taking correcting actions, sharing of feedback with concerned team members and sharing the closure report with the stakeholder

What will you need to succeed

• Personality: Self-driven, result-oriented with a positive outlook and having attention to detail. A natural forward planner who critically assesses own performance
• Quality Focus: Adhere to quality standards and be quality conscious. Must possess strong attention to detail and problem-solving ability
• Strong Client Focus: Understand client s requirement and believe in Client first always
• Team Player: Adapt to team and collaborate
• Communication Skills: Strong verbal and written communication
• Flexible to work in shifts: Morning (7:00 am to 4:00pm) and Evening (3:00pm to 12:00pm)
• Work from office: Should be ready to work from office as per the company policy
• Educational Qualification: Graduate
• Additional Certifications (preferred): Six Sigma, Continuous Process Improvement, Quality Management