Job Description-
We are seeking a highly analytical and process-driven Quality Analyst Service Desk to join our Organization. In this role, you will be responsible for conducting process audits, analyzing quality performance data, and implementing de-risking plans to enhance service delivery. Your expertise will be crucial in monitoring transactions for compliance, providing feedback to Service Desk agents, and driving continuous improvement initiatives within the Service Desk operations.
Roles and Responsibilities:
- Collect, collate, and analyse performance data related to quality.
- Conduct thorough process audits, identify gaps in execution process steps, and provide actionable feedback to agents and Team Leads (TLs).
- Highlight key areas of improvement and prepare specific action plans for each area.
- Create huddle packs based on completed RCAs to disseminate insights.
- Create and implement sampling plans, conduct calibration sessions, and facilitate feedback sessions.
- Initiate and participate in calibration sessions with the Client and provide RCAs for weak performances.
- Create awareness by providing training and bringing visibility to Risk Quality initiatives within the engagement.
- Collect and analyze customer complaints and escalations. Report and act on corrective actions for all complaints and escalations.
- Report and track the implementation of corrective actions to ensure process continuity and stability.
- Ensure the knowledge database is up-to-date and conduct regular floor audits to measure awareness.
- Focus on adherence to compliance in transaction monitoring and highlight failures to stakeholders.
- Identify, initiate, and take ownership of Six Sigma and Lean projects to improve metrics, drive desired behaviors, and reduce costs.
