Quality Analyst ( International Process)
Quality Analyst ( International Process)
Posted on :
25-06-2025
Employer Active
1 Vacancy
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Job Description
Minutes To Seconds is a dynamic organization specializing in outsourcing services digital marketing IT recruitment and custom IT projects.
We partner with SMEs mid-sized companies and niche professionals to deliver tailored solutions.
Requirements
Drive date- 2nd and 11th July 2025
Role: Quality Analyst
DESIGNATION : Quality Analyst
LOCATION : Pune & Mumbai
MINIMUM YEARS OF EXPERIENCE : 2 years
This job available in 2 locations
IND Pune - Amar Tech Centre S No.30/4A 1
IND Mumbai - Malad West Paradigm Towers Mindspace
Role and Key Responsibilities:
Report results of evaluations to appropriate Quality/Operations stakeholders (Quality Leadership Supervisor and Account Management) on a weekly and monthly basis.
Achieve departmental productivity requirements (e.g. number of calls/chats monitored per month on schedule etc.). Facilitate and/or participate in calibration sessions with
Quality Leadership staff.
Facilitate remote call monitoring sessions as needed. Maintain forms and definitions documents. Participate in performance improving task force with Account Management
and clients.
Participate in internal quality audits (e.g. periodic audits of all key customer related processes to determine process control and efficiencies) and recommend changes.
Demonstrate mastery and comprehension of client s quality standards.
Facilitate program specific internal & external calibration sessions. Participate in program management monitoring sessions. Demonstrate proficiency with respect to the
client specific sales/service process.
Maintain current understanding of program strategies while process monitoring Proficiency in use of Quality reporting databases. Support management focus on review
of key drivers metrics and operational processes (including Training) that drive
Balanced Scorecard and account profitability goals.
Work closely with the Quality Supervisor & Manager on analysis and process improvement initiatives.
Key skills & knowledge:
Proficiency with various software applications programs including e-mail messaging
applications Microsoft Word and Excel
Experience in managing international voice clients preferably in
Banking/Insurance/Healthcare
Effective oral and written communication skills
Broad understanding of client conformance measures
Process Improvement knowledge/analytical skills- preferred
Educational Qualification : Graduation
Drive date- 2nd and 11th July 2025 Role: Quality Analyst DESIGNATION : Quality Analyst LOCATION : Pune & Mumbai MINIMUM YEARS OF EXPERIENCE : 2+ years This job available in 2 locations IND Pune - Amar Tech Centre S No.30/4A 1 IND Mumbai - Malad West Paradigm Towers Mindspace Role and Key Responsibilities: Report results of evaluations to appropriate Quality/Operations stakeholders (Quality Leadership Supervisor and Account Management) on a weekly and monthly basis. Achieve departmental productivity requirements (e.g. number of calls/chats monitored per month on schedule etc.). Facilitate and/or participate in calibration sessions with Quality Leadership, staff. Facilitate remote call monitoring sessions as needed. Maintain forms and definitions documents. Participate in performance improving task force with Account Management and clients. Participate in internal quality audits (e.g. periodic audits of all key customer related processes to determine process control and efficiencies) and recommend changes. Demonstrate mastery and comprehension of client s quality standards. Facilitate program specific internal & external calibration sessions. Participate in program management monitoring sessions. Demonstrate proficiency with respect to the client specific sales/service process. Maintain current understanding of program strategies while process monitoring Proficiency in use of Quality reporting databases. Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecard and account profitability goals. Work closely with the Quality Supervisor & Manager on analysis and process improvement initiatives. Key skills & knowledge: Proficiency with various software applications programs including e-mail messaging applications Microsoft Word and Excel Experience in managing international voice clients preferably in Banking/Insurance/Healthcare Effective oral and written communication skills Broad understanding of client conformance measures Process Improvement knowledge/analytical skills- preferred Educational Qualification : Graduation
Employment Type
Full Time
Key Skills
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