Sr Quality Analyst

Designation: Sr Quality Analyst ROLE: - Sr Quality Analyst LOCATION: -Hyderabad YEARS OF EXPERIENCE: - 4+ Years Role and key responsibilities: • Evaluate Transactions/call/chats as per Training & Competency Scheme / Client approved sampling methodology • Ensure adherence to quality norms as per client specifications; Ensure that internal policies, procedures and compliance regulations are being followed • Ensure that associates perform efficiently and effectively within their assigned areas, with pre - determined performance standards • Identify improvement opportunities, develop and drive appropriate action plans for quality enhancement. • Partner with Operations and streamline / enhance metrics • Reduce the learning curve and help enhance the product/process knowledge of new team members • Client Coordination - Handling Client Escalations, calibration calls, reports etc. • Communicate to heighten awareness and focus on importance of improving the overall customer experience • Performance management & Bottom Quartile Improvement • Conduct calibration with the internal & external customers • Prepare TNI & conduct refreshers on top themes • Generate quality reports, update records for MIS • Generating huddle packs & Conduct Refreshers based on the Themes & Trends Identified • Analyze the data of the team aligned and make dashboards. Make recommendations and drive improvement • Support the Company's pursuit of high-quality service to internal and external customers and enhance overall customer experience • Ensure that internal policies, procedures and compliance regulations are being followed • Identify operational / training issues and help team members in fixing these gaps. Key Skills and knowledge: • Good analytical, logical reasoning & numerical ability • Strong Process/Product Knowledge • Training, Coaching & Mentoring skills • Eye For Detail - Ability to identify/dissolve potential failure modes • Excellent interpersonal and communication skills required as the job involves extensive interaction and feedback • Excellent Data Interpretation/Presentation Skills • Good Written and Verbal Communication Skills • Customer Orientation & customer first belief • Good People management skills • Process orientation & structured thinking • Basic knowledge of Quality Tools • Proficient in MS Excel and PowerPoint. Domain-specific Knowledge and Skills: Fraud • Good understanding of how the following situations are to be audited and nuances to look out for with these situations: • Customers reporting or querying suspicious transactions • Confirmation of genuine or fraudulent activity • Blocking or cancelling cards and account access • Account takeovers or identity fraud • Outbound validation of flagged transactions • Customer education on fraud risks or actions taken Educational Qualification: Graduate / post-graduate . Position /Designation Name:-  Sr. Quality Evaluator Comp Grade :- CL10 Entity :- Daksh Work Day ID (Job positionJRF ID) :- R1689939 Number of Position:- 2 Client Name (Pesudo):- Banking Ramp  Concentrix Job Location:- Hyderabad Choose the relevant job function :- Training & Quality Process Domestic or International :- International Process Diversity candidate Need :- Anyone can apply Experience :- 4+ AND 1+ Quality Analyst Notice Period :- Immediate CTC :- 9 LPA Shift Timings :- UK Shift Working Days :- 5 Transport Availability :- One Way Cab Education :- Graduate