Quality Analyst

1.00 to 6.00 Years Kolkata 04 Mar, 2020

Job Location	Kolkata
Education	Not Mentioned
Salary	Not Disclosed
Industry	Recruitment Services
Functional Area	Statistics / Analytics
EmploymentType	Full-time

Job Description

Roles & Responsibilities -

To provide support to Operation team to meet and sustain client targets by providing accurate & timely analysis.
Customer interaction monitoring and evaluation.
Insights derived from analysis and deep dive of defect dispositions and failure modes (along with failure reasons) basis the customer interactions
Timely feedback to agents.
Tracking compliance and variance reporting.
Ensuring implementation of action plan.
Tracking closure of corrective actions.
Continuously improving process performance metrics.
Ensuring key issues related to process is reported and corrective action are taken from client side.
Ensuring compliance to monitoring and feedback process by Meeting audit targets.
Ensuring low variation in calibration between Vodafone and SP Quality/Training/Ops teams
Ensuring continuous improvement in the scores of all quality metrics/KPIs
Timeliness and accuracy of reporting CTP (inputs metrics) and CTQ (output metrics)

Keyskills :
auditing reporting analysis quality ustomerinteraction customerrelations testcases

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Quality Analyst

Job Description

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