Customer Service Domestic Quality Analyst-BPS
Customer Service Domestic Quality Analyst-BPS
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Job Description
Role : Quality Analyst.
About Organization:
Hexaware is a global technology and business process services company. Our 31000 Hexawarians wake up every day with a singular purpose; to create smiles through great people and technology. With 54 offices in 28 countries we empower enterprises worldwide to realize digital transformation at scale and speed by partnering with them to build transform run and optimize their technology and business processes.
Learn more about Hexaware at.
Role :
Reports into:
(RM Designation)
Job Responsibilities :
Conduct thorough audits of calls and emails to ensure compliance with company standards and identify areas for improvement.
Record detailed feedback based on audit findings and share it with relevant stakeholders to facilitate process enhancements.
Implement necessary changes to the call center processes based on audit feedback aiming to enhance efficiency and effectiveness.
Develop and maintain updated documentation of core processes ensuring all team members are informed of the latest procedures.
Utilize Root Cause Analysis (RCA) and Failure Mode and Effects Analysis (FMEA) techniques to identify and address process errors.
Set and enforce effective control measures within the processes to minimize errors and enhance quality assurance.
Collaborate with the technical development team to deliver continuous growth and improvements in productivity.
Provide training and support to team members to ensure understanding and adherence to updated processes and standards.
Job Responsibilities :
Experience in quality assurance within a call center environment is highly preferred.
Familiarity with process improvement methodologies and tools such as Lean or Six Sigma is an advantage.
Criteria :
Bachelors degree in a relevant field.
Minimum of 2 years of experience in a similar role.
Strong analytical skills with the ability to perform detailed audits and analyses.
Excellent communication skills for effective feedback and process improvement discussions.
Regards
Matilda Dmello
Team Coach Lateral TAG
M:
E:
Required Experience:
IC
Employment Type
Full-Time
