We are looking for a detail-oriented Quality Analyst with experience in inbound or customer service processes. The ideal candidate will analyze data, audit interactions, identify improvement areas, and help enhance overall process quality and performance.
Key Responsibilities
-
Conduct detailed data analysis and scrutinize client-provided information.
-
Meet quality standards and recommend process improvements based on findings.
-
Utilize QA tools (Pareto, Run Charts, etc.) for analysis and reporting.
-
Achieve process SLAs and generate MIS reports.
-
Deliver feedback through presentations to drive continuous improvement.
-
Maintain MIS reports and highlight areas of improvement.
-
Ensure achievement of minimum Gage R&R specs.
-
Support process enhancement and maintain high QA scores.
-
Monitor team MIS to track performance and skill development.
-
Handle disputes effectively and maintain a strong client orientation.
