Assistant Quality Analyst

EXPERIENCE:
• Min. 3-years experience in quality monitoring or quality assurance
• Strong understanding of quality monitoring tools and techniques, including call recording and speech analytics software
• Familiarity with the BEST QM standards of Teleperformance
• Should have worked on process improvement/transformation, CSAT scrubbing or RCA projects
• Excellent knowledge of MS Excel and PowerPoint
• Experience working with multiple vendors will be an added advantage
• Understanding of concepts of Lean Six Sigma, process excellence, etc. will be an added advantage

KILLS:
• Ability to collaborate and communicate clearly (conveys regular updates, developments, timelines, challenges and risks) with internal/external stakeholder
• Should be able to prioritize objectives and initiate projects in response to business needs outlined either internally, customer or client based
• Adaptable and flexible in the fast-paced environment
• Strong analytical and problem-solving skills
• Strong focus on continuous self-knowledge upgrade and high learning agility
• Good verbal and written communication