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 schedule 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.

📌 Quality Analyst (India)
🏢 Facile Services
📍 India