Facile is a professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage.Our organization is built upon our exceptional personnel – this is what sets us apart.

Working with Facile provides you the opportunity to work in a dynamic business environment, for clients located around the world. Our employees are given challenging responsibilities and the chance to grow with the company. Facile is an equal opportunity employer, where personnel are nurtured, grown and empowered. We offer unparalleled benefits and perks, along with an industry standard salary package.

Our passion towards excellence is what drives to achieve outstanding results. If you share this drive, get in contact with us today.

Quality Analyst

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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
- Strong communication, organizational, motivational and time management skills
- Ability to work flexible schedule 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