Identifying, verifying, analyzing, and implementing process improvement and process re-engineering
opportunities.
Coach and mentor the staff based on the evaluations on a day to day basis and track progress
Analyze the quality check data and provide insights and inputs on improvement in people and processes
that will directly or indirectly impact customer satisfaction
Liaise with the Team Managers and trainers to create action plans for improvement of staff on various
aspects of customer handling
Create and share Weekly/monthly dashboards for review with function head
Identify the top defects every month with RCA and liaise with the training team to conduct refreshers to
reduce the defects
Develop process analysis and re-engineering to improve efficiency and improve service quality.
Provide support to the process team to achieve desired results.
Perform project management, analytics, and measure to ensure milestones are met and deliverables
achieved.
Coordinate with various teams to analyze project results and performance.
Ensure that the team works in accordance with the approved company operating policies, procedures,
practices and methods.
Sharing reports/dashboard regularly with Management and all stakeholder on findings of current process
adherence (team wise) along with an action plan.
Qualifications & Skills
Graduate with a minimum of 2 to 3 years experience in a Quality Analyst role preferably in an email and
phone support environment. Experience in payroll will be an added advantage
Excellent verbal and written communication skills
Good data analysis and presentation skills
Entrepreneurial mindset, tremendous drive & ownership, hands-on, result-oriented.
Strong problem-solving skills and the ability to adapt and succeed in a fast-paced environment and should
be goal drive
Ability to be able to understand the business and customer needs and provide insights to improve people,
product and processes
Should have an excellent understanding of quality control concepts and develop creative and innovative
ways to improve business processes.
Ability to lead and motivate teams to achieve the goal.
Experience in people handling in terms of providing feedback, creating action plans for team members,
follow up on actions plans to closure with the team members
Should be proficient in Microsoft Office.