HCLTech - Hyderabad, hiring for Quality Analyst

The minimum experience requirements are:
3-5 years of job-related experience in Billing Operations
Knowledge of the gas and electric industry and competitive retail markets
Back Office Operations/Complex Billing experience
Familiarity with business operations, Billing and Remit activities

JOB SUMMARY
This position is responsible for day-to-day quality review of production staff in support of residential and small business operations. The position is responsible for establishing and managing processes associated with business processes and procedures across the operations. The position is also responsible for identifying, recommending and implementing quality improvement programs and practices with a focus on a excellent customer experience and a cost-effective, high-performing operation.
Essential Duties and Responsibilities

Quality Assurance
Manage and achieve daily quality assurance targets
Review and performs an assessment of work, including daily task performed by back office operations




Collaborate with key stakeholders on quality processes and scoring techniques
Provides timely and accurate reports on quality task completion status for each assigned agent and team
Raise quality assurance concerns and issues immediately to appropriate parties to drive resolution
Provide coaching and feedback to personnel being monitored and their respective supervisor
Assist in defining and maintaining standards to ensure the integrity of the Quality Assurance process
Calibrate quality scores in an objective and normalized manner
Ensure quality consistency across sites and work groups with a focus on the customer experience and a high-performing operation
Ability to motivate and recognize employees who deliver high quality performance

Quality Improvement Support
Conduct root cause analysis on spikes and trends in call volumes to identify and recommend process improvements
Conduct root cause analysis on missed performance metrics to

📌 Quality Analyst (Hyderabad)
🏢 HCLTech
📍 Hyderabad