Role Information

Quality Analyst Service Desk

Role Designation

Quality Analyst

Position Summary

• Conduct process audits, deploy designed processes, analyze and report performance on quality
• Support and implement de-risking plans for the process
• Share and document best practices
• Conduct RCAs on transaction monitoring to create action plans to reduce errors and improve service delivery
• Monitor transactions and calls for compliance and highlight any failures to the team concerned
• Provide feedback to the agents, based on the findings of the monitoring
• Participate in calibration processes with clients

• General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
• Awareness of the concepts of computer and mobile hardware (Specific to L1)
• Ability/having experience on reporting including on tools like Avaya/Cisco
• Desired/Preferred skills - Yellow Belt \ Green Belt certified. Experience in successfully completing six sigma projects in a similar environment
• Experienced in process excellence, operational excellence and transactional quality
• Willingness to work on multiple projects and also periodically set and achieve stretch goals

• Exceptional verbal and written communications
• Strong decision making and analytical ability
• Able to negotiate, good presentation skills and Client Interfacing

• Collect, collate and analyze performance data on quality
• Conduct process audits, identify gaps in execution process steps, and provide feedback to agents / TLs
• Highlight key areas of improvement and prepare action plans specific to each area
• Create huddle packs based on the RCAs completed
• Create and implement sampling plan, conduct calibration session and feedback session
• Initiate/Participate in calibration sessions with the Client and provide RCA for weak performances
• Creating awareness by training and bringing visibility to Risk quality initiatives in the engagement
• Collect and analyze customer complaints and escalations. Report and act on the corrective actions for all the complaints and escalations
• Report and track implementation of corrective actions to ensure process continuity and stability
• Ensure the knowledge data base is up to date and conduct regular floor audits to measure awareness
• Focus on adherence to compliance in transaction monitoring and highlight failures to stake holders
• Identify, initiate and own sig sigma and lean projects to improve metrics, drive behaviors and reduce costs

• Minimum 2 years of relevant experience (i.e L1 helpdesk / tech support process) including at least one year as a quality auditor
• Willingness to work in rotational shifts

• English, German, Portuguese, Dutch, and French