Quality Analyst - Bengaluru/Bangalore
- Alorica
- 1 - 6 years
- Bengaluru
- 2 months ago
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Job Description
URGENT HIRING !!!
QUALITY ANALYST
INVITES EXPERIENCED PROFESSIONALS
CONTACT HR - ALISHA
Ph - (91+) 8826179***
Email - al*************r@al****a.com
Whatsapp - https://whatsapp.com/channel/0029VaLjX4P5PO17DxmnCo1R
LinkedIn - www.linkedin.com/in/alisha-alorica-ta
Job Location - Bangalore
Job Description
- As a Quality Analyst/Associate, you will play a crucial role in ensuring and maintaining high standards of quality for our products/services.
- Role includes monitoring and evaluating processes, identifying areas for improvement to enhance overall quality and customer satisfaction for PCI Compliance related concerns.
Knowledge:
- Knowledge in Microsoft Office, especially Microsoft Word & Excel
- Understanding of QA methodologies, tools, related techniques, and ability to document
Skills & Ability:
- Excellent verbal and written communication skills.
- Ability to communicate findings and insights to stakeholders in a comprehensible manner.
- Strong Customer Service Skills and Phone/E-mail Etiquettes.
- Should have good analytical skills, eye for details, enough ability to share actionable insights from the audits conducted.
- Flexible to changes in Quality Mechanism and also has the ability to share insights.
- Ability to make and take decisions based on the situation.
- Capable enough to take note of actions and have those close looped with no loose ends.
- Prior call center experience is desirable.
- Experience with reporting and analysis.
- Experience working in a team-oriented, collaborative environment.
Responsibilities:
- Complete transitional audits assigned/allocated and insights to be shared with training and operations.
- Conduct focused audits and report findings from the audit to operations and QA leads.
- Proactive enough to bring in changes by analyzing the need.
- Adherence to publishing reports, review slides, real time mails where required on a timely manner.
- Following proper escalation process
- Complete assigned audits within the required timelines/SLAs to meet client expectations.
- Provides problem analysis and resolution in support of existing applications and projects.
- Conducting Q-Bond sessions with spans allocated to educate any gaps identified through various audits.
- Conducting regular calibration sessions to ensure TMs , Training and Quality have the same understanding of process.
- Make sure to follow SOWs and highlight deviations if any with no surprises.
- Drive adherence to Quality Framework rolled out and reporting it appropriately as described in SOWs.
- Maintain adherence to Schedules plotted.
Job Classification
Industry: BPO / Call CentreFunctional Area: BPO / Call Centre
Role Category: Business Process Quality
Role: Quality Analyst
Employement Type: Full time
Contact Details:
Company: Alorica IndiaLocation(s): Bengaluru
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₹ -8 Lacs P.A
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