Quality Analyst Professional Jobs - Mumbai - Sitel India Pvt Ltd

We are hiring for - Quality Analyst Professional

Job Role 

• Review and evaluate the quality and accuracy of the complaint cases worked within the global complaints tool. 
  
• Ensure that the process requirement is met.
  
• The position needs to evaluate complaint trends. Need to provide monthly and ad-hoc reports.
  
• The position needs to identify risk and solutions associated with proposed or existing procedures and proactively contribute recommendation.
  
• The position is responsible for delivering training, skill exercises, and facilitating team quality discussions. 
  
• The position is responsible for having a positively impacting the level of quality provided by global complaint process and escalated customer operations support groups.
  
• This position may require flexibility in schedule to meet business needs.
  
• Will need to handle calls from time to time to keep abreast with process updates
  
• To ensure the Team / Process complies with requirements- Manuals, Periodic checks, etc. 
• Undertake Initiative to bring in efficiencies within the processes / services.
  
• Ensuring SLA's are met on a timely basis by Real Time Monitoring Adherence on the floor.
  
• Forecasting and planning in view of any possible savings in revenue in terms of staffing.

Qualification-:

• Education- Minimum Required: Graduate preferable High School diploma or equivalent.
  
• Experience- 1 year in Quality Domain
  
• Skills- Strong PC skills to include Microsoft Work, Excel, Outlook, Microsoft 
  
• Dynamics. Written communication Skills.
  
• Identify and manage work independently with minimal supervision to complete projects on or prior to deadlines with precision
  
• Flexibility- Candidate should be flexible to work in shifts (24*7).