Senior Quality Analyst
Share
Job Location:
Monthly Salary:
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
Work Model - Hybrid (5 Days work from office)
Working Days - 5 Days (Mon - Fri)
Shift Time 4.00pm to 2.00pm
Facility - Free Cab Facility & Free Lunch or Dinner at office premise
Responsibilities:
The position will play an integral part in the companys growth initiatives including but not limited to:
Oversee day to day operations of the team to support the leader along with ensuring completion of assigned audits (calls/chat/social media) on a daily weekly & monthly.
Monitor quality program KPIs and site/team/LOB level quality performance address and highlight improvement areas and contribute to end-to-end problem-solving.
Lead quality projects and contribute to improvements in the customer care process and quality assurance program.
Evaluate Customer Care associates on complex interactions and behavioral competencies nciesto ensure contact centers are striving to provide best in class customer .
Own team level reporting handle escalations and disputes and present data- driven insights to leadership.
Provide timely complete and actionable qualitative feedback on evaluation forms to driveagent performance.
Collaborate with peers and leaders from the customer care teams to address any processor quality program related issues.
Actively lead weekly calibration sessions with Home Office and Site locations to ensure quality standards are aligned.
Mentor junior analysts and act as a subject matter expert for the quality Competencies & Requirements:
Minimum of 5 years experience in a Customer Care Center with at least 2-3 years ofdedicated experience in a quality assurance role auditing calls and chats.
Must be rated satisfactory or better in all areas of performance and currently not on any policy violation.
Must be at a senior associate/analyst level or higher with proven experience in a similar
capacity.
Requires the ability to perform all tasks with minimal to no supervision and make soundindependent decisions.
Requires excellent communication skills (verbal and written) with the ability to articulate complex feedback and findings clearly.
Requires advanced analytical skills with a proven ability to identify trends diagnose root causes and visualize complex data.
Maintains a high level of urgency and ownership managing priorities effectively in an environment of immediacy and high visibility.
Must be highly organized detail-oriented and demonstrate excellent follow-through on all commitments.
Requires expert knowledge and experience in Microsoft Word and Excel; experience with reporting tools Tableau and SQL is a plus.
Key Skills
- Laboratory Experience
- ELISA
- IVR
- Analytical Chemistry
- Performance Testing
- Quality Assurance
- Spectroscopy
- Quality Control
- Quality Management
- cGMP
- Laboratory Techniques
- Western Blot
