Quality Analyst

Key responsibilities:

• Conduct Quality audits and share feedback with agents
• Conduct compliance and Quality checks and ensure timely reporting
• Drive continuous improvement - make recommendations and drive improvement
• Data analysis and creation of designated reports/presentations
• Strengthen Quality management processes / framework to improve quality delivery
• Ensure data management for all deliverables and be accessible without any delay
• Client Escalation Management
• Participate in internal & external calibrations to ensure consistent scoring & feedback delivery approach

Desired Skills:

• Understanding of the Audit/mining & Coaching process
• Good verbal and written communication skills
• Hands on experience of Excel , power point presentations and Reporting knowledge
• Flexible to work in Shifts: 24/7 Environment
• Ability to work under pressure and in strict timelines
• Exposure to banking background is mandate