Quality Analyst

Role: Quality Analyst
DESIGNATION : Quality Analyst
LOCATION : Pune
MINIMUM YEARS OF EXPERIENCE : 2+ years

Role and Key Responsibilities:

Report results of evaluations to appropriate Quality/Operations stakeholders (Quality
Leadership Supervisor and Account Management) on a weekly and monthly basis.
 Achieve departmental productivity requirements (e.g. number of calls/chats monitored
per month on schedule etc.). Facilitate and/or participate in calibration sessions with
Quality Leadership, staff.
 Facilitate remote call monitoring sessions as needed. Maintain forms and definitions
documents. Participate in performance improving task force with Account Management
and clients.
 Participate in internal quality audits (e.g. periodic audits of all key customer related
processes to determine process control and efficiencies) and recommend changes.
Demonstrate mastery and comprehension of client’s quality standards.
 Facilitate program specific internal & external calibration sessions. Participate in
program management monitoring sessions. Demonstrate proficiency with respect to the
client specific sales/service process.
 Maintain current understanding of program strategies while process monitoring
Proficiency in use of Quality reporting databases. Support management focus on review
of key drivers, metrics and operational processes (including Training) that drive
Balanced Scorecard and account profitability goals.
 Work closely with the Quality Supervisor & Manager on analysis and process
improvement initiatives.

Key skills & knowledge:

Proficiency with various software applications programs including e-mail messaging
applications Microsoft Word and Excel
 Experience in managing international voice clients preferably in
Banking/Insurance/Healthcare

Effective oral and written communication skills
 Broad understanding of client conformance measures
 Process Improvement knowledge/analytical skills- preferred

Educational Qualification : Graduation