This role is to develop, measure and maintain the quality standards and drive continuous improvement initiatives. Primary role of senior quality analyst is to ensure that associates undergo a thorough quality check process and adhere to the process specific requirements. Senior quality analyst is also expected to analyze data, identify and flag potential risk areas & recommend preventive action. Senior quality analyst works closely with the operations team in achieving and maintaining accuracy and overall efficiency on the program.
JOB RESPONSIBILITIES
- End to end deployment of quality function in assigned projects.
- Driving six sigma initiatives in assigned projects.
- Responsible for call/data quality monitoring.
- Provide feedback to agents using prescribed feedback model.
- Mentoring and coaching agents on process level issues.
- Monitor adherence to compliance procedure and processes.
- Responsible for reporting program level quality score to the process owners.
- Responsible for conducting calibration and performance review call in terms of quality with client as well as the internal team.
- Conduct refresher training on the basis of the errors identified.
- Maintaining update log and communicate process updates by conducting a session
- Perform weekly analysis aiming at improving SLA.
- Perform brainstorming and root cause analysis to analyze data and provide tips or suggestions to operation/management team.
- Identify and highlight potential risk areas and recommend preventive action.
- Maintaining a robust monitoring system to ensure key program metrics are adhered to and required level of quality is maintained across the board.
ATTRIBUTES AND BEHAVIORS
- Develops and maintains positive working relationships with others.
- Shares ideas and information.
- Assists colleagues unprompted.
- Takes pride in the achievement of team objectives.
- Has credib