Quality Analyst
- Hexaware Technologies
- 2 - 4 years
- Mumbai
- 12 days ago
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Job Description
Hiring for Quality Analyst/Sr. Quality Analyst
Location: MBP, Navi Mumbai
Role : The role is focused on auditing calls and mails, recording feedback, and facilitating necessary changes to improve the call center's core processes. The aim is to reduce errors through Audits, Root Cause Analysis (RCA), and Failure Mode and Effects Analysis (FMEA) while setting control measures in place. The role also involves delivering productivity improvements through continuous growth and technical development of the team, ensuring that all areas are efficiently managed and optimized.
Job Responsibilities :
- Conduct thorough audits of calls and emails to ensure compliance with company standards and identify areas for improvement.
- Record detailed feedback based on audit findings and share it with relevant stakeholders to facilitate process enhancements.
- Implement necessary changes to the call center processes based on audit feedback, aiming to enhance efficiency and effectiveness.
- Develop and maintain updated documentation of core processes, ensuring all team members are informed of the latest procedures.
- Utilize Root Cause Analysis (RCA) and Failure Mode and Effects Analysis (FMEA) techniques to identify and address process errors.
- Set and enforce effective control measures within the processes to minimize errors and enhance quality assurance.
- Collaborate with the technical development team to deliver continuous growth and improvements in productivity.
- Provide training and support to team members to ensure understanding and adherence to updated processes and standards.
Job Responsibilities :
- Experience in quality assurance within a call center environment is highly preferred.
- Familiarity with process improvement methodologies and tools, such as Lean or Six Sigma, is an advantage.
Criteria :
- Bachelor's degree in a relevant field.
- Minimum of 2 years of experience in a similar role.
- Strong analytical skills with the ability to perform detailed audits and analyses.
- Excellent communication skills for effective feedback and process improvement discussions.
Criteria :
- Experience with Phonepe processes or similar financial services.
- Proven track record of implementing successful process improvements.
Shifts timings: 24/7 Rotational Shifts
Week Off : 1 rotational week off
Transport : Eligible post 10 pm for Home Drop.
Thanks & Regards,
Pranjal Mhatre
Executive, Lateral TAG
Mobile: +91 8169457***
Email: pr*****m@he*****e.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality Assurance
Role Category: Business Process Quality
Role: Call Quality Analyst
Employement Type: Full time
Contact Details:
Company: Hexaware TechnologiesLocation(s): Mumbai
Keyskills: Quality Analysis Inbound Process Call Monitoring Call Quality Customer Service Call Audit Feedback Call Calibration 7Qc
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Hexaware Technologies
Hexaware BPS is a unit of Hexaware Technologies Ltd. We are currently staffed at 2000+ people across Navi Mumbai (Mahape) Chennai, Nagpur and US. Ranked 15th in the NASSCOM Top 20 IT Software & Services Exporters from India, we also rank among the Top 20 Best IT employers in India by DQ-IDC fo...
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