Key Responsibilities
-Responsible for the development and delivery of the Quality framework of process to measure and manage quality consistently across the entire Team.
-Responsible for smooth and efficient day-to- operations within their team.
-The major objectives of this role are to drive qualitative performance.

Responsibilities:
• Monitor calls as per the prescribed guidelines and as per the schedule
• Identify unethical practices/behavior and highlight
• Provide feedback to teams on the basis of their performance
• Initiate and drive projects that would increase customer/user satisfaction, productivity and process quality.
• 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 of assigned process.




• Performing training needs analysis.
• Where required, support the management in conducting process related checks/audits.
• Identify ways to improve skill issues that face the team and action accordingly.

Skills Required
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.
Experience in International Process with exposure to inbound, outbound, chat and email process.
Capable of identifying gaps and executing initiatives.
Proficiency in use of the Quality system & sound knowledge in preparing MS office presentations and excel.

📌 Quality Analyst (Dehradun)
🏢 Fincana Solutions
📍 Dehradun