Quality Analyst: WFO (Night shift)

Summary of essential job functions

Responsible for improving and sustaining the transaction Quality of the Process

Assisting Operations and team leaders in innovative methods on improving the overall transaction quality score

Perform assigned functions according to standardized policies and procedures.

Interaction with clients and head of operations

Statement of Purpose for this role

Responsible for improving and sustaining the transaction Quality of the Process

Summary of essential job functions

Responsible for improving and sustaining the transaction Quality of the Process

Assisting Operations and team leaders in innovative methods on improving the overall transaction quality score

Perform assigned functions according to standardized policies and procedures.

Interaction with clients and head of operations

Job Responsibilities

Document Specific notes while observing each transaction to demonstrate intimate knowledge of the transaction

Recognize compliance or non-compliance with applicable policies and procedures

Provide detailed, clear and professional performance feedback

Maintain required productivity on a daily basis

Maintain internal quality calibration levels at required variance

Maintain an acceptable level of data entry accuracy

Use correct terminology when providing feedback

Apply analytical and problem solving skills

Responsible for improving and sustaining the transaction Quality of the Process.

Assisting Operations and team leaders in innovative methods on improving the overall call quality score

Daily reporting and Documentation

Internal Audits processes

Ensure proper escalation procedures are followed if one find any anomaly in the data/ report

Perform assigned functions according to standardized policies and procedures.

Interaction with clients and head of operations

Standard compliance checks