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 effective 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
- Strong 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