Virtusa
Quality Analyst - KPO
Job Description
Conduct audits and provide structured feedback for the targeted entire population with the objective of improving overall process quality.
High performance delivery on all quality parameters.
Perform Root cause analysis.
Team Player & Ability to coach and provide feedback to associates on audits performed.
Data analysis and making designated reports/decks.
Participate in calibrations to ensure consistent scoring & feedback delivery approach.
Communicate to heighten awareness and focus on the importance of positive customer experience.
Make recommendations on quality improvement.
Ensure that internal policies, procedures, and compliance regulations are being followed
Participate is inter MSP calls..
By using knowledge of process, proactively identify areas of concern & highlight to the change Team.
Prepare TNA TNI , publish and execute for 100% closure.
Real Time Support (Production/Live Support) on the floor as per the business requirement.
Conduct assessments every fortnight based on the audit findings to gauge team member process knowledge.
Skill Set
High proficiency in Verbal Written English.
7 QC Tools.
Knowledge of MS Office, G Suite.
A creative mindset.
A meticulous approach to work.
Active Listening.
Reading Comprehension.
Complex Problem Solving.
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