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 prospects, 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