Senior Quality Analyst
Tech Mahindra
02.2021
- Role and Responsibilities:
- 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..
- Publish Dashboards at defined intervals
- Drive Quality and process improvement initiatives
- Data Analysis Strong Analytical skills with an ability to draw conclusions from data (Error Analysis and Root Cause Analysis for process deviations)
- Provide data inputs to internal stakeholders
- Flexibility and Availability for any ad-hoc business requirement
- Ensure Confidentiality, Availability and Integrity of Data
- Drive BQ Management
- Drive internal/External Calibrations
- Work closely with the operation manager to understand the expectation from quality and align QA activities accordingly
- Participate in weekly quality review with operation and internal Quality stakeholders
- Conduct weekly team huddle/session on quality
- Drive Zero tolerance policy
- Actively participate in QMS internal audits and ensure no NC or observation
- Closure of the observation/NC if any
