Associate Quality Analyst

Clean Harbors Inc. (www.cleanharbors.com) is an NYSE-listed US-based $6 billion company. Clean Harbors was founded in 1980 near Boston by Mr. Alan S. McKim, who today remains the company’s Chairman and CEO.Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy, and industrial services. Clean Harbors employs a dedicated workforce of 18,000 employees and has over 450 service locations across the U.S., Canada, and Mexico. Beyond addressing the environmental needs of its more than 300,000 customers, the Company has been on the front lines of addressing some of the largest emergency response events in North America of the past several decades including the BP Oil Spill in the Gulf of Mexico, the anthrax attacks in New York, the 2015 avian flu outbreak that devastated the poultry industry, Hurricanes Katrina, Rita and Sandy, and the oil pipeline breaks that affected the Yellowstone and Kalamazoo rivers, along with other major chemical releases into the environment.Clean Harbors India has been strategically established as the Global Capability Center (GCC) to serve our parent company. We take pride in serving some of the most tech-savvy business stakeholders at Clean Harbors. The GCC employees form part of our globally integrated teams that provide cutting-edge IT solutions and production support across platforms. Our shared services teams work seamlessly with their global counterparts in providing critical 24x7 support in various functions including Finance, HR, Procurement, IT, and Operations. Our aggressive growth plans open significant career advancement opportunities for our employees

Responsibilities

Job Title:

Quality Analyst Inside Sales/Customer Success

Work location:

Pune/Bengaluru

Job Overview

The Quality Analyst is primarily responsible for evaluating calls, coaching, and feedback. They need to ensure they act as a link between training and operations to enhance the overall customer experience through process improvements.

Primary Responsibilities

• Focus on evaluating calls for the Operations with a set target of sampling per month
• Act as a support mechanism for coaching and feedback
• Build on Process improvements through continuous and continual improvements by various activities to own like calibrations, briefings, and process implementations from different analyses completed in periodic times
• Ensure the onshore as well as shore stakeholders and well informed through weekly reporting and MQR or WQR
• Keeping track of market trends and different qualitative tools which could help with more competitive delivery and a better understanding
• Master the quality form to ensure that the replicability and understanding can be cascaded to the Operations and other departments
• Liaising with onshore on regular intervals to ensure we are one unit and working towards a common goal
• The Quality Analyst also is responsible for SLA tracking and time to time assessing any risks which may affect the business.
• Attend Management Meetings upon request
  

Qualifications

Requirement:

• Minimum 2 - 4 years of Quality experience in Sales or Customer service
• Preferred Yellow/ Green belt trained or certified
• Has imparted training or taken quality sessions for the team in the past – knowledge about Team Briefings
• Analytical with strong attention to detail and the ability to master process training in a short time
• Understanding of quality tools, quartile management, and sampling along with good MS Office knowledge and data understanding
• 5 Why Analysis – Desirable Knowledge
• Knowledge about RCA analysis
• Strong written and spoken communication skills with a flair to impart feedback in a constructive manner
• Ambitious, eager to learn, and very methodological
• Willing to handle strict deadlines and should be able to work under pressure
• Participate in process brainstorming sessions and evaluate methodologies for best implementation
• Prepare quality assurance documentation: test papers, test strategies, test cases
• Language – fluency in English in written, verbal, and telephony