Quality Analyst

Process Management-

Conduct process audits, identify gaps, provide feedback to agents/auditors; prepare, collect, collate and analyse process performance data (including SLAs) and send reports to quality auditors and managers in order to ensure compliance with quality and risk assurance frameworks.

Process Institutionalization-

Deployment of designed processes within defined timeframe. Track and measure performance in order to ensure controls are suitably deployed and improvement in SLAs.

Process Control & Verification-

Create and implement sampling plans; conduct calibration sessions and feedback sessions; participate in daily huddles and process review/engagement meetings in order to ensure stability of quality scores of the processes.

Create Engines for Large-Scale Transformations and Ensure Implementation-

Work on transformation projects and deploy learnings achieved through training in order to continuously improve service delivery.

Change Management-

Analyse and report risk quality performance in order to ensure changes made are effective.

Risk Management-

Identify process-level and engagement-level risks by performing risk audits and analyzing customer feedback. Perform process audits; support de-risking of process performance; track implementation of controls and mitigation plans in order to control and mitigate risks.

Branding-

Update visual dashboards within the engagement, create awareness through training, and bring visibility to risk and quality initiatives in the engagement in order to increase awareness of risk and quality.

Benchmarking with Multiple Models – Bring in Best-in-Class Practices, Create Platforms for Sharing Best-in-Class Practices

Prepare best practice decks, share best practices followed in the engagement at vertical and organizational levels, and participate in best practice implementation initiatives in order to continuously improve engagement performance.

Improvements Based on Structured Feedback Mechanisms (CSAT, IPSAT, ELFs, etc.)

Collect and analyse customer complaints and escalations; report and track implementation of corrective actions based on complaints in order to ensure that escalations and complaints from clients and end users are minimized.

Talent Management-

Provide appraisal feedback to direct reportees in order to ensure employees are engaged and attrition is under control.

Client Management-

Participate in calibration sessions with the client, provide root cause analysis for weak performance, and report and track implementation of corrective actions based on performance in order to ensure stability of process performance.

Educational requirements

MBA

Quality->Quality Operations

Experience: 2-10 years