Quality Analyst @ Tech Mahindra

Conduct Voice and Non-Voice (Chat Process) audits and fix the gaps through CAPA.
Create a monthly VOC dashboard and provide insights for further improvements leading to reduction in complaints & higher CaPS.
Ensure adherence to Quality processes.
Reduce variation in the processes through control charts & run charts.
Participate in Quality projects for continuous improvements in the process.
Creating monthly T&Q dashboard and set up MBR With MHRIL team.
Conducting GEMBA audits (fortnightly) on production floor and live call barge-in.
Create a monthly calendar for audit for all LOBs in contact center.
Ensure adherence to monthly quality calendar.
Measure efficacy of trainings / refreshers conducted at set intervals.
Govern internal weekly meetings with operation team.
Implementation of Consequence management and ZTP for all LOBs in Contact center.
Drive DWM for all LOBs & Iocation in Contact center.
Drive PDCA methodology for all LOBs in Contact center at Tech Mahindra.
Conducting digital assets (Website, Mobile app and IVR) audits.
Work closely with the Trainer and ops team to fix the gaps identified.
Conduct daily/weekly and monthly meetings with stakeholders& clients.
Conduct call listening session, calibration, dip-checks, and efficacy mapping.