Quality Assurance Senior Analyst
Designation: Quality Assurance Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
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What would you do? Quality Analysts (QA) Leads are responsible for performing audits providing feedback root cause analysis in the event of a metric or service level miss and accuracy across the team and scorecards.
What are we looking for? • Conduct QA evaluations of the agents output in the form of a QA form or scorecard • Perform a deep dive on the accuracy of the incoming request which includes how the overall customer experience was handled • Conduct root cause analysis and other data calibration with the team the client and internal stakeholders • Conduct health checks on the team with areas for process refreshers based on errors and recommendations to the Training Team • Act as liaison with Managers and Team Leads to ensure consistent quality measurements throughout the operation • This will be based in Hyderabad client office • Must be flexible to work in Night shift between 8 PM (IST) – 4.00 AM (IST) including weekends and holidays (It’s a 5-day working day week which may include weekends) • 3 years of work experience working within a QA capacity • Excellent communication and interpersonal skills • Strong organizational and administrative skills • Lead calibration sessions
Roles and Responsibilities: • Lead project team in problem prevention and continuous improvement projects • Act as escalation point of contact for process questions issues and resolution • Provide QA progress reports to Team Leads • Conduct coaching sessions to assist team leads when required • Analyze Customer Satisfaction Survey results where applicable & recommend improvement efforts • Administer the QA issue repository and ensure all escalations are properly addressed
Hyderabad
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