Urgent Hirings For Quality Analyst Role-Pune
- Tech Mahindra
- 2 - 7 years
- Pune
- 3 months ago
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Job Description
Role & responsibilities
- Conduct Transaction Quality Audits
- Conduct Audit Data Analysis & Error Analysis
- Provide Transaction Quality Metrics
- Provide Feedback and suggestions for improvement
- Publish Dashboards at defined intervals
- Drive Quality Initiatives
- Provide data inputs to internal stakeholders
- Flexibility and Availability for any ad-hoc business requirement
- Ensure Confidentiality, Availability, and Integrity of Data
- Customer Service experience required
Preferred Competencies
- Knowledge: Understanding of the process, evaluation & feedback, reporting and analysis
- Establish controls on Transaction Processing aiming for a Zero-Defect Output
- Report and Publish Transaction Quality Metrics
- Publish Dashboards
- Provide Feedback and suggestions for improvement
- GAP Analysis & Controls
- Error Analysis and Root Cause Analysis for process deviations
- Adherence & record maintenance to Internal and External QMS Audit Requirements
- Continuous Focus and Drive to meet and exceed SLAs
- Drive process level quality initiatives
- Responsible for reviewing and tracking the progress on the action plans shared by the internal teams and highlighting deviations
- Responsible for carrying out improvement projects on the areas identified as improvement areas on monthly basis
- Should have hands on experience on 7 QC tools.
Eligibility
- The applicant should have previous experience of 1 year in QA role and overall experience of minimum 2 Years.
- 1 Year of QA experience in Customer Service or Back office or Chat/Voice
- Excellent verbal and written communication in English
- The candidate should have excellent problem-solving capabilities and lateral thinking skills
- The candidate should be proficient in excel and power point
- Willingness to work in 24 X 7 work environment
- Good Knowledge of Audit and Evaluation function
- Analytical bent of mind having Knowledge of seven Quality tools.
- Ability to handle pressure and a natural go getter
- Continuous Focus and Drive to meet and exceed SLAs.
- Carry out Quality Initiatives.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Non Tech Support - Voice / BlendedEmployement Type: Full timeContact Details:
Company: Tech MahindraLocation(s): Pune
Keyskills: Call Monitoring QC Tools Call Calibration Pareto Analysis Quality analyst RCA Call Audit Feedback CSAT
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Tech Mahindra
Tech Mahindra Limited is an Indian multinational provider of information technology (IT), networking technology solutions and Business Process Outsourcing (BPO) to the telecommunications industry. Tech Mahindra is a US$4.2 billion company with over 117,000 employees across 90 countries. It provide...
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