Quality Analyst

IBM India Pvt. Limited 4.0(6223 reviews)

 3 - 5 yrs

India

Job Description

• Your Role and Responsibilities 
  As Quality Analyst, you are responsible for driving Defect Prevention, CSAT improvement, Quality Tele-monitoring and process improvements based on historical data analysis and trending. You will drive consistency of business processes and ensure the CSR's are working and adhering to the defined processes. You will work with the First Line Managers and Operations Managers in driving process improvements, feedbacks and compliance to process BPMS
  • Improving the quality of the process by implementing Defect Prevention methodologies, identifying wastes and driving process improvement actions
  • Creating a quality culture, keeping people focused on understanding the customer's needs
  • Comes up with solutions that address or exceed client needs and expectations and develop a close working relationship with the CSC Quality lead and other Quality Specialists in the Centre
  • Initiate changes in procedures to continually improve performance and participate in the appropriate center wide meetings
  • Regularly present to team and management team on Quality Improvements and conduct team huddles to discuss the individual and team performance.
  • Conduct Calibration Sessions with the Ops team to be on the same page
   

  Required Candidate profile

  Required Professional and Technical Expertise
  • 3+ years overall experience and relevant experience of 2+ years as Quality analyst
  • Validated experience in driving the Quality Call Process (call monitoring) and ensure feedback is being given
  • Proven expertise in owning and driving the Documentation Check Process (ticket checks) and in the process ensuring the team is focused on updating tickets frequently.
  • Proficient in assisting the team with the handling ticket records, ticket to call, dispatch tickets, documentation standards and correct CTI usage
  • Demonstrated ability to perform Root Cause Analysis and find out the top defect areas, rolling out action plans accordingly
  • Six Sigma certified data analyst with understanding of lean and agile concept
  Preferred Professional and Technical Expertise
  • You know how to build trust and communicate effectively with executives, along with day-to-day users of the software
  • You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
  • Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
  • Intuitive individual with an ability to manage change and proven time management
  • Proven interpersonal skills while contributing to team effort by accomplishing related results as needed

Salary: Not Disclosed by Recruiter

Industry:IT-Software, Software Services

Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations

Role Category:Quality

Role:Quality Assurance/Quality Control Executive

Employment Type:Permanent Job, Full Time

URL For Applying :https://www.naukri.com/job-listings-Quality-Analyst-IBM-India-Pvt-Limited-India-3-to-5-years-170719909692?src=jobsearchDesk&sid=15635091568931&xp=1&px=1