ETS India - Quality Analyst - Channel Operations (4-9 yrs)

Key Responsibilities:

- Identify areas of opportunities and take initiatives to improve process efficiency.

- Ensure that quality standards are maintained and that quality objectives are being met or exceeded.

- Be an 'expert and spokesperson' to all internal parties, to raise internal awareness and mindshare of the quality message.

- Proactively own the effective resolution of quality issues.

- Develop, maintain, and communicate efficient quality processes to relevant parties.

- Work under minimum supervision and act as an escalation point for channel quality to resolve issues.

- Proactively work on improving the quality control via new internal processes as well as new external quality awareness measures.

- Highlight any additional opportunities and possible quality, security or Health & Safety trouble areas to the reporting manager.

Essential Experience & Qualifications:

- Very Good working knowledge of the Microsoft Office Suite and associated packages including Word, Excel, PowerPoint, Outlook, Access and Internet packages. Vocational experience in a similar environment.

- Ability to follow detailed procedures and ensure a high level of accuracy in documentation and data.

- Ability to take responsibility for actions, a self-starter who can work well in a dynamic environment.

- Prioritization skills and experience of dealing with multiple projects in a structured way. - Experience in vendor management.

- Experience in a customer facing environment, where ensuring high levels of customer satisfaction is essential.

- Ability to establish rapport and deal with people at varying levels, both internally and externally.

- Good communication skills, both written and oral. - Ability to work in a team structure.

Key Activities:

- Coordination with CTAS team & sites throughout the launch process.

- Logistic for both existing & new sites.

- New sites contracts and termination/amendments/ addendum for existing sites.

- Work with capacity team on reducing/adding seat counts.

- Relocation/shifting of new sites.

Governance Team:

- Greet & meet for newly launched sites.

- CTAS refresher trainings.

- Product Overview sessions.

- Test Center complaints/feedback.

- Voucher Repository.

Rewards:

- Support Marketing & B2B team on product promotional activities.

Grievance Redressal: -

- Manage candidate escalations & feedback and provide them with first contact resolution.

Desirable Experience & Qualifications:

- Bachelor's degree or equivalent qualification.

- Should have relevant work experience in related field

Working Arrangements:

- Travel (within India or overseas) will be required.

- Hybrid work configuration (in-office and remote) to be ascertained in consent with line manager