ROLE : Sr Quality Analyst

DESIGNATION : Sr Quality Analyst

LOCATION : Hyderabad

YEARS OF EXPERIENCE : 3 YEARS

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:
- Evaluate Transactions/call/chats as per Training & Competency Scheme / Client approved sampling methodology
- Ensure adherence to quality norms as per client specifications; Ensure that internal policies, procedures and compliance regulations are being followed
- Ensure that associates perform efficiently and effectively within their assigned areas, with pre - determined performance standards
- Identify improvement opportunities, develop and drive appropriate action plans for quality enhancement.
- Partner with Operations and streamline / enhance metrics




- Reduce the learning curve and help enhance the product/process knowledge of recent team members
- Client Coordination - Handling Client Escalations, calibration calls, reports etc.
- Communicate to heighten awareness and focus on importance of improving the overall customer experience
- Performance management & Bottom Quartile Improvement
- Conduct calibration with the internal & external customers
- Prepare TNI & conduct refreshers on top themes
- Generate quality reports, update records for MIS
- Generating huddle packs & Conduct Refreshers basis the Themes & Trends Identified
- Analyze the data of the team aligned and make dashboards. Make recommendations and drive improvement
- Support the Company's pursuit of high-quality service to internal and external customers and enhance the overall customer experience
- Ensure that internal policies, procedures and compliance regulations are being followed
- Identify operational / training issues and help team members in fixing these

📌 Quality Analyst (Hyderabad)
🏢 Concentrix
📍 Hyderabad