Quality Analyst

Job Description:

Job Duties

• Prepare MIS/reports
• Performing training need analysis.
• Process improvement.
• Facilitating and leading calibration sessions.
• Improving performance through interventions.
• Continuously develop team capability by providing ongoing development, actively managing talent and embedding consistent feedback loops based on customer insights.
• Responsible for the consistent documentation of SOP across all processes in the contact center
• Initiate and drive projects that would increase user satisfaction, productivity and process Quality

Organizational Duties

• Conducting process related checks/audits.
• Identify ways to improve skill issues that face the team , and action accordingly
• Participate in companywide projects/assignments, which could include working on curriculum updates/revisions Metrics for performance measurement
• Ensure adherence to feedback TAT / target
• Audit accuracy
• QA quality score
• Accuracy and timelines of reports
• Organizational / Strategic – Should abide to company policies and display Company’s core values. Align self to organizational goals.

Job Skills Required

• Group presentation skills
• Ability to perform multiple tasks and adjust quickly in short time frames with limited direct supervision
• Strong communication, organizational, motivational and time management skills
• Ability to work flexible hours if necessary (all shifts)
• Ability to analyze quality scores and operational matrices and create Plan of Action with measurable changes within timelines
• Capable of identifying gaps and executing initiatives.
• Proficiency in use of the Quality system & sound knowledge in preparing MS office presentations and excel.
• Expected to lead by example

Anything above 12 + months QA experience.