Sq-Quality Analyst-Service-Ho & Support-Service Quality

Grade: M1/M2/M3

Role and Responsibilities

1. Manage and develop a team of quality analysts by implementing clear goals and objectives, productivity measures, development plans and career pathing opportunities.
2. Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews).
3. Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark.
4. Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and Net Promoter Score.
5. Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Quality CoE, Operations Leaders, Operations teams, etc.).
6. Serve as the Subject Matter Expert for quality management systems including the call monitoring and document management systems.
7. Lead best practice sharing and learning sessions related to quality with Quality Analysts and Quality Subject Matter Experts.
8. Host and conduct internal/external calibration calls with various audiences (e.g., Quality Analysts, Operations leaders).
9. Actively measure, monitor, trend and report quality metrics to identify potential quality concerns.
10. Prepare quality related reports (metrics, analysis, etc.) on a designated frequency (daily, weekly, monthly, etc.) for Operations team, client, Quality CoE leadership, Quality Committee as required.
11. Participate in stakeholder meetings to represent the quality function for the site managed, as needed.
12. Perform other related duties as assigned from time to time

Qualifications and Education Requirements

1. Graduate / PG preferably in Commerce / Banking domain
2. Basic computing skills especially with preparing various analytical reports
3. Fluent in English / Hindi
4. Knowledge of Process Improvement approaches (Lean, Six Sigma, …) would be an added advantage
5. Good Experience as a quality analyst in a contact center environment and experience in leading teams in quality domain.

Preferred Skills

1. Strong listening skills
2. Maintains a high level of professionalism and approach-ability
3. Positive communicator who also can lead tough conversations
4. Ability to confidently facilitate team discussions and communicate Quality related messages
5. Experience in coaching and leading employees
6. Understanding of and practical experience in effective coaching techniques
7. Ability to continually support employees through individual development plans
8. Excellent time management, organizational talent and presentation skills
9. Ability to deal with constant change positively and maintain high motivation
10. Drives team engagement and actions through internal survey results and insights
11. Helps associates understand the performance bar and supports them to reach it
12. Completes tasks on time to a high quality standard
13. Effective project management skills