Hiring for Quality analyst (Bengaluru)

Hi Role Information Quality Analyst Service Desk Position Summary Conduct process audits deploy designed processes analyze and report performance on quality Support and implement derisking 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 Technical Skills 23 years of experience in IT Service Desk Tech support Customer Service process General Skills Exceptional verbal and written communications Strong decision making and analytical ability Able to negotiate positive presentation skills and Client Interfacing Job duties and Responsibilities 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 Education Any graduates Location Bangalore Pune Contact Veerahidden mobile .