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

Robust communication, organizational, motivational and time management skills

Ability to work flexible hours 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 (Pune)
🏢 Facile Services
📍 Pune