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Senior Quality Executive / Analyst / 4 - 6 Years / Bangalore

Bangalore

Posted 24 Oct 2017 (117 days ago)


Job Description

Purpose of Job : Quality Executive Primary objective is to ensure consistent & continuous deployment of call monitoring practices to build a high performance, high quality service delivery system & enable Operations to meet and exceed defined performance

 

Duties & Responsibilities :

 

  • Use of Quality tools and resources effectively to improve representative productivity and customer satisfaction.

·         Doing Re- Audits on the calls monitored by the SME’s and educate them on differences if any.

·         Doing RCA on escalation and suggesting the improvement plans.

·         Conducting calibrations for SME’s and TL on their product/ process knowledge.

·         Publishing daily, weekly and monthly report accurately on time.

·         Promoting quality achievement and performance improvement across the organization

·         Document and analyze quality issues and performance measures for management review. Provide data-collection support in relation to improving the quality and efficiency of individuals and of the department, and use this data to identify trends and recommend opportunities for improvement.

·         Identify advisors who may require additional coaching or training, and work with their management team to coordinate coaching and feedback efforts.

·         Monitoring and analyzing calls to ensure compliance / process adherence per the process defined and providing timely feedback to the agents.

·         Identify Gaps and areas of improvements

·         Propose Quick Fix solutions

·         Follow up on solution implementation with process owners

·         Highlight audit findings to the stakeholders

·         Identify potential Risks in the process and propose mitigation plans

·         Publish audit reports on regular basis

·         Review and audit process flow maps and SOP’s at regular intervals

Mandatory Qualifications : Sig Sigma (Yellow Belt)

 

Essential Knowledge, Skills & Experience:

 

·         Experienced on the job role as Quality analyst

·         Having knowledge on Quality Analytics, i.e. Six Sigma, DMAIC, FMEA are a plus

·         Excellent training and leadership qualities.

·         Excellent numerical skills and understanding of data analysis/statistical methods

·         Good knowledge of MS Office and databases

·         Preferred candidates from Travel Industry / Call Center

Should know Hindi, English, Kannada and other Languages is an added advantage



Key Skills

Quality analyst, Sig Sigma (Yellow Belt), SME, Audit


Industry

Leisure, Travel and Tourism

Employment Type

Full Time

Job Function

Quality Assurance


Experience Required

4 - 6 Years


No Of Positions


Salary Offered

INR 400000 - 600000


Interview Locations

Client Location - Not Mentioned(Interview Mode - Face 2 Face)


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