Quality Analyst || Navi Mumbai

Hiring for Quality Analyst/Sr. Quality Analyst

Location: MBP, Navi Mumbai

Role

Job Responsibilities

• Conduct thorough audits of calls and emails to ensure compliance with company standards and identify areas for improvement.
• Record detailed feedback based on audit findings and share it with relevant stakeholders to facilitate process enhancements.
• Implement necessary changes to the call center processes based on audit feedback, aiming to enhance efficiency and effectiveness.
• Develop and maintain updated documentation of core processes, ensuring all team members are informed of the latest procedures.
• Utilize Root Cause Analysis (RCA) and Failure Mode and Effects Analysis (FMEA) techniques to identify and address process errors.
• Set and enforce effective control measures within the processes to minimize errors and enhance quality assurance.
• Collaborate with the technical development team to deliver continuous growth and improvements in productivity.
• Provide training and support to team members to ensure understanding and adherence to updated processes and standards.

Job Responsibilities

• Experience in quality assurance within a call center environment is highly preferred.
• Familiarity with process improvement methodologies and tools, such as Lean or Six Sigma, is an advantage.

Criteria

• Bachelor's degree in a relevant field.
• Minimum of 2 years of experience in a similar role.
• Strong analytical skills with the ability to perform detailed audits and analyses.
• Excellent communication skills for effective feedback and process improvement discussions.

Criteria

• Experience with Phonepe processes or similar financial services.
• Proven track record of implementing successful process improvements.

Shifts timings:

Week Off :

Interested candidate can share their resume "matildad@hexaware.com" or WhatsApp on 9082299130