Support management focus on review of key drivers, metrics and operational processes that drive

KPI results

• Demonstrate commitment to program internal customer satisfaction

• Audit planning and Quality strategy

• Defining audit strategies to ensure maximum improvement in quality performance

• Using smart logic in sampling for transactional audits

• Optimizing QA staff for maximum efficiency (productivity and accuracy)

• Quality Assurance Automation with audit sampler and automatic reporting

• Quality Assurance: Audits and feedback Delivery

• Ensuring complete audit sample coverage for all LOBs as per audit plan

• Ensuring feedback is shared within defined TAT to staff for correction and prevention

• Monitoring feedback efficacy on weekly and monthly basis

• Audit Reporting

• Preparing daily dashboards on WTD and MTD quality performance

• Highlight bottom quartile performers in review and share with training team as focus operators

• Analysis and Investigations





• Analyzing reason of errors and concentrations of errors for improvement

• Ensuring RCA for escalations within operations

• Planning calibrations and publishing calendar for all operations business verticals

• Managing the invites and checking suitable time for attendees for maximum participation

• Conducting sessions to calibrate business, training & QA teams

• Reviewing and redefining end to end non-compliance monitoring process

• Providing on floor assistance on product knowledge to operations whenever required

• Conducting daily hygiene checks on KPI outlier

• Product knowledge checks and daily sessions

• Recommending KRA changes for QA staff as and when required to business to improve

performance

• Managing hiring of QA staff

• Responsible for career development and growth path for QA staff

📌 Quality Analyst (Bengaluru)
🏢 TP
📍 Bengaluru