Quality Analyst

Job DescriptionMonitor calls on a daily basis and provide constructive feedback to customer service advisorsCreate reports on a weekly/monthly basis for management reportingPlay an important role in achieving team targetsCoordinate with the respective Team leaders/managers regarding associate performance on qualityEnsuring quality audits are done as per defined frequencyIdentify the training requirements of the associates and suggest the same to the training teamInitiate and organize process improvement methods and techniquesEnsure that core standards defined within the process are strictly followedEstablishing, implementing and maintaining QA framework across all departmentsKeeping track of feedbacks to associates and effectiveness to ensure exceptional service delivery. QualificationsMatricAbility to develop, maintain and improve quality system standards, procedures and controlsKnowledge of role based performance scorecards as well as the design of process performance scorecardsExperience in conducting regular performance review of quality objectives/targets/metrics to ensure its suitability/ adequacy and effectiveness for internal teams as well as business partnersData analysis with strong analytical skills with an ability to draw conclusions from dataError analysis and root cause conduct RCA's/studies to identify reason for customer dissatisfaction/process failure and suggest actions.Additional Informationretails experience will be preferable and that it is a 24/7 shifted environment.Location is Century City.