Job
Description
Senior Analyst Quality (Six Sigma Green Belt trained OR Certified)
ABOUT THE ROLE:
We are presently looking for a Senior Analyst Quality to join our team.
RESPONSIBILITIES:
- Perform Monitoring & analysis of transactions/correspondence against the quality framework
- Collate, perform root cause analysis, present KPI data to drive improvements, reduce risk and
- complaints and contribute to the improvement of customer satisfaction
- Liaise with key stakeholders and identify gaps and opportunities for improvements and update
- templates and procedures or SOP in collaboration with Quality Office and Operations Team.
- Ability to translate analyzed data, information into business reports and share regular business
- reporting with trends, training needs, process change and opportunities to improve overall customer experience.
- Plan & prioritize daily, weekly & monthly workloads to ensure the QA targets are achieved.
- Recommend actions, run initiatives/projects, monitor preventive & take corrective actions to improve business KPI & share developmental programs with agents to ensure quality standards are met month on month.
- Work collaboratively with the business teams to ensure ideas are incorporated and also able to provide cross-functional team inputs based on audit/analysis outcomes
QUALIFICATION:
- 3-4 years experience with a Bachelor's Degree.
- Strong knowledge of Microsoft Excel, PowerPoint and Data Management Systems is essential.
- Ability to gain valuable insights through the strong data/information literacy skill, perform root
- cause analysis & problem-solving.
- Must possess technical, analytical, presentation skills with the ability to translate findings into business reports and presentations.
PREFERRED SKILLS
- Be able to lead projects and participate in cross-functional projects, offering solutions and influencing
- decisions on key deliverables.
- Preference will be given to candidates who are Six Sigma Green Belt trained/certified.
- Display flexibility depending on business needs and organization strategy.
Hyderabad/Secunderabad, Bangalore Rural, Chennai,