Quality Analyst
Job Description
Skills:
- Monitor and analyze customer interactions,
- Should be able to analyze gaps and strategize to meet KRAs,
- Gives constructive feedback to associates and derive action plan,
- Ability to coach associates and peers on Quality tools pertaining to the project,
- Ensure Adherence To Process Quality SLA's,
- Demonstrates high levels of integrity and personal standards in all work related situations,
- Works with Cross-Functional Teams to ensure that both internal and external customer needs are met,
Monitor and analyze customer interactions (chats, e-mails, calls & social media posts) across various LOBs
Gives constructive feedback to associates and derive action plan
Free flow written communication skills and excellent oral skills required
Should be able to analyze gaps and strategize to meet KRAs- Root cause analysis to identify opportunities to improve customer experience
Provide actionable data to various internal support groups as needed through reports and analysis
Understands process/function goals and help the team to achieve them- Completing Call Monitoring and Feedbacks as per SLA or Internally defined
- Conducting Calibration Sessions and initiating Action Plans for reducing Variance
- Demonstrate expertise in functional knowledge and the ability to apply them in the aligned project
- Ability to coach associates and peers on Quality tools pertaining to the project
- Is able to understand the impact of individual performance to meet / improve own targets
Coordinating with the client on process related issues & updates
Ensure Adherence To Process Quality SLA's
Listens & clearly presents information
Presents appropriate information in a clear and concise manner, both orally and in writing.
Takes others perspectives into account when communicating, negotiating or presenting arguments
Adapts communication style to suit others
Demonstrates high levels of integrity and personal standards in all work related situations
Report to work at the agreed-upon time, ready to work with a cooperative and positive attitude
Works with Cross-Functional Teams to ensure that both internal and external customer needs are met