Role: Process Quality Analyst

Designation: Associate

Location: Chennai (Ambit IT Park)

Shifts: Flexible to work in Night Shifts

Work Model: Work From Office

Job Description:

• To review the escalation cases received from customer and analyze the root cause in order to reduce the escalations in future.
• To suggest action plans and corrective measures to Operations Team based on the review from escalation audits.
• To audit voice and non-voice cases on daily basis and share feedback to Engineers who are aligned with.
• To send weekly trend report on quality scores of aligned Engineers to team managers
• To take corrective measures in improving the quality scores of BQ Engineers
• To be a part of calibration session between Quality and Operations team
• To conduct quality induction for the new hire Engineers
• To conduct refresher training for the existing Engineers
• To send compliance reports on quality parameters to Operations Team on daily/weekly basis