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Preferred Competencies
- Conduct Transaction Data Analysis & Error Analysis
- Provide Transaction Quality Metrics
- Provide Feedbacks and suggestions for improvement
- Publish Dashboards at defined intervals
- Drive Quality Initiatives
- Provide data inputs to internal stakeholders
- Flexibility and Availability for any ad-hoc business requirement
- Ensure Confidentiality, availability and Integrity of Data
- Summarizing of chats based on inputs provided
- Participate/lead in client/internal calibration sessions
- Candidates with prior QA Experience in chat handling process would be preferred
Key Deliverables
- Knowledge: Understanding of the process, evaluation & feedback, reporting and analysis
- Establish controls on Transaction Processing aiming for a Zero Defect Output
- Report and Publish Transaction Quality Metrics
- Provide Feedback and suggestions for improvement
- Error Analysis and Root Cause Analysis for process deviations
- Adherence & record maintenance to Internal and External QMS Audit Requirements
- Continuous Focus and Drive to meet and exceed SLAs
- Drive Organization Level Quality Initiatives
- Responsible for reviewing and tracking the progress on the action plans shared by the internal teams and highlighting deviations
- Responsible for carrying out improvement projects on the areas identified as improvement areas on monthly basis
- Participate/lead in client/internal calibration sessions
- Candidates with prior chat handling experience would be preferred
- The candidate should have excellent problem-solving capabilities and lateral thinking skills
- The candidate should be proficient in excel and power point
- Willingness to work in 24 X 7 work environment
- Analytical bent of mind having Knowledge of seven Quality tools.
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