The Quality Analyst is responsible for monitoring transaction quality, ensuring process compliance, identifying improvement opportunities, and driving initiatives across Order Management operations. The role supports operational excellence through audits, coaching effectiveness reviews, calibration management, root cause analysis
Key Responsibilities
Quality Monitoring & Audits
- Conduct transaction monitoring and quality audits based on defined sampling methodology.
- Evaluate order processing accuracy, process adherence, timeliness, and customer experience.
- Perform random audits and dip checks to validate audit accuracy and process compliance.
- Track audit coverage and sampling target adherence
Coaching & Performance Improvement
- Review coaching effectiveness and feedback implementation.
- Identify performance gaps and collaborate with Operations and Training teams on improvement plans.
- Support remediation plans for recurring quality failures.
- Monitor closure and effectiveness of corrective actions
Calibration Management
- Organize and participate in internal and external calibration sessions.
- Publish calibration schedules and maintain attendance compliance.
- Analyze calibration outcomes and highlight scoring variances.
- Drive actions to improve auditor alignment and consistency.
Analysis & Reporting
- Analyze quality trends, SLA performance, and KPI metrics.
- Conduct Root Cause Analysis (RCA) for defects and process failures.
- Prepare weekly and monthly quality dashboards and reports.
- Present findings and recommendations to stakeholders
Continuous Improvement
- Identify process improvement opportunities through audit findings and trend analysis.
- Participate in quality enhancement projects and process transformation initiatives.
- Support monitoring form reviews and quality framework improvements.
- Contribute to risk identification and mitigation activities
Skill Requirements
- Strong understanding of Order Management processes.
- Experience in Quality Assurance, Transaction Monitoring, or Auditing.
- Knowledge of RCA, FMEA Quality Management concepts.
- Excel and reporting skills.
- Robust analytical and problem-solving abilities.
- Good communication skills.
- Experience conducting calibrations and coaching reviews
Must Have Skill
Order Management
Good to Have Skill
Other Requirements
Qualifications
- Bachelor’s degree.
- 2-5 years of experience in Quality Assurance, Order Management, Operations Excellence, or Process Auditing.
📌 Senior Process Associate (India)
🏢 HCLTech
📍 India
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