Bilingual Quality Analyst

Jobinhalt

Willing to work on 24/7 shifting schedule, rest days, holidays, weekends and extended hours

Role - Bilingual Quality Analyst

Roles and Responsibilities:

• Ability to work in 24*7 environment
• Conduct daily/weekly Transaction Quality Audits
• Provide meaningful feedback and reporting to agents, team leads and management to guide improvements in agent coaching/training, documentation, resolution model, etc.
• Drive Quality and process improvement initiatives
• Data Analysis – Strong Analytical skills with an ability to draw conclusions from data (Root Cause Analysis for process deviations)
• Handle production activities – to answer Call / Chat / ticket volume spikes
• Provide data insights to internal stakeholders
• Flexibility and Availability for any ad-hoc business requirement
• Ensure Confidentiality, Availability and Integrity of Data. Should have the ability to spearhead a process from scratch
• Manage escalations
• Ability to handle pressure and a natural go getter
• Excellent hands on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to business
• Should be able to handle client interaction (on calls or in person)
• To be a part of the client calibration call to have better understanding of the process and for continuous improvement
• Retain knowledge, and stay up to date with process changes
• Good knowledge of handing voice call, chat & email writing skills

Key Deliverables (KRA/Measure):

• Establish controls on Transaction Processing
• Report and Publish Transaction Quality Metrics
• Providing coaching and feedback on QA findings and further improvements
• Adherence & record maintenance to TechMahindra QMS Requirements
• Continuous Focus and Drive to meet and exceed SLAs
• Carry out Quality Initiatives Should have the maturity/experience to manage skilled resources
• Should have the required expertise and analytical skills to provide strategic process improvement inputs (Operational excellence)
• Shows flexibility/ownership & works under pressure
• Should be able to work towards enhancing customer experience and overall service delivery
• Meeting internal stakeholders & client expectation and process metrics
• Lead continuous improvement initiatives for the project

Applicant’s specifications & Qualification:

• Education Qualification Essential: High School Diploma or GED
• Minimum 2 years of experience performing Transaction monitoring audits and providing feedback
• The candidate should have excellent problem-solving capabilities and lateral thinking skills
• Knowledge of usage of MS tools-Intermediate level (Excel, word, PowerPoint)
• Good Knowledge of QA Audit and Evaluation function
• Coaching and objection handling skills
• Good understanding of QA calibration
• Ability to handle pressure and a natural go getter
• Understanding of Tools such as Kaizen, 7 QC tools would be an added advantage

Technical Skills

• Language English
• Proficiency in MS Products (Excel, PPT and Word) along with other tools (Analytics, recording solutions etc.)
• Preferred skills (not required)
• Knowledge of SIX Sigma (Greenbelt or higher)