Quality Analyst - Pune - Continuum Managed
- Continuum Managed
- 2 - 6 years
- Pune
- 4 years ago
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Job Description
Continuum is hiring Quality Analyst who has good communication skill and strong experience in Process Service Skills monitoring. He will be performing transaction service quality monitoring.
Responsibilities
Should be able to work independently with minimal guidance.
Should be able to adhere to quality SLAs that are defined.
Manage weekly/monthly audit sample for specified customer transactions
Facilitate Feedback/coaching for Tech/CSR quality service improvement
Track and maintain teams quality score, CSAT performance compliance
Impact reduction in quality defects and customer dis-satisfiers
Initiate root cause analysis and generate reports and intelligence for the business
Undertake process/quality improvement initiatives
Ensure good calibration adherence
Ensure individual targets and be a team player
Qualifications
Need to have basic understanding of Quality framework.
Min 2 Years work experience in transaction service quality monitoring
Good knowledge of MS Excel, MS Word and MS PowerPoint.
Ability to coach and improve Techs/CSR on Quality parameters.
Ability to analyze and interpret data.
Encourage and motivate the techs/CSR to drive individual performance.
Desired but not mandatory ? relevant IT process transaction monitoring experience.
Preferred exposure to LEAN Six Sigma concepts and hands on use of basic quality tools
Any graduate. g
Good Communication ? verbal and written
Ready to work in 24*7 support.
Job Classification
Industry: IT-Software, Software ServicesFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Quality
Role: Quality
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required, Any Doctorate in Any Specialization
Contact Details:
Company: Continuum ManagedLocation(s): Pune
Keyskills: Quality monitoring Root cause analysis CSR Excel Powerpoint Quality tools Monitoring Auditing Lean six sigma
Continuum Managed
Continuum Managed Solutions Private Limited Continuum empowers managed IT service providers, giving them the technology platform, services, and processes they need to simplify IT management and deliver exceptional service to their small and medium-sized clients. Continuum & vertically in...
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