Quality Analyst

Job description
Role: Quality Analyst (Voice and Non-Voice)
Location: Karol Bagh, New Delhi

Position Overview
We are seeking a highly skilled and detail-oriented Quality Analyst to join our team. The ideal candidate
will have a deep understanding of root cause analysis, fraud analysis, and data analysis. This role requires
proficiency in Excel, exceptional problem-solving skills, and excellent communication abilities. The
Quality Analyst will be responsible for ensuring the highest quality standards for both voice and non-
voice processes, identifying areas of improvement, and implementing effective solutions.
Key Responsibilities
- **Quality Monitoring: **
- Conduct regular quality audits for both voice and non-voice processes.
- Monitor and evaluate the quality of inbound and outbound calls, emails, chat, and other communication
channels.
- Ensure compliance with company standards and regulatory requirements.
- **Root Cause Analysis:**
- Identify and analyze the root causes of quality issues and process inefficiencies.
- Develop and implement corrective action plans to address identified issues.
- Track the effectiveness of implemented solutions and make necessary adjustments.
- **Fraud Analysis:**
- Conduct fraud detection and prevention activities across all processes.
- Analyze patterns and trends to identify potential fraudulent activities.
- Collaborate with the fraud prevention team to develop strategies and tools to mitigate fraud risks.
- **Data Analysis:**
- Collect, analyze, and interpret data to identify trends and patterns.
- Prepare detailed reports and presentations to communicate findings and recommendations.
- Use data to drive decision-making and process improvements.
- **Excel Proficiency:**
- Utilize advanced Excel functions and tools for data analysis and reporting.
- Create and maintain comprehensive dashboards and reports.
- Automate repetitive tasks and processes using Excel macros and VBA (Visual Basic for Applications).
- **Communication:**
- Effectively communicate findings, recommendations, and action plans to stakeholders.
- Conduct training sessions and workshops to educate teams on quality standards and best practices.
Qualifications
- Bachelor's degree in a relevant field (e.g., Business Administration, Statistics, Computer Science).
- Strong analytical skills with experience in root cause analysis, fraud analysis, and data analysis.
- Proficiency in Microsoft Excel, including advanced functions and VBA.
Preferred Skills
- Experience with Excel is must

- Knowledge of data visualization tools (e.g., Tableau, Power BI). is plus ..
- Certifications in quality management (e.g., Six Sigma, Lean) are a plus.
Interested candidates call or WhatsApp on 9821224371