Hiring For Quality Analyst - International - chennai

Hexaware Technologies; Chennai District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Hexaware Technologies in Chennai is seeking a Quality Analyst with international process exposure and a customer-support background. You will audit calls, provide feedback, and drive calibration sessions to improve quality metrics.

The role requires 2+ years of QA experience, proficiency in English and Tamil, and knowledge of 7Qc tools, call audits, monitoring, and coaching. Telecom experience is preferred; healthcare billing is not considered.

Qualifications

• 2+ years of published QA experience.
• English and Tamil language proficiency is mandatory.
• Strong knowledge in 7Qc Tools, Call audits, call Monitoring, call calibration, feedback & coaching (sandwich method).
• Experience in BPO industry and with 7QC is mandatory.
• Experience in international or domestic processes; healthcare/medical billing is not considered.
• Telecom industry experience is preferable.

Responsibilities

• Providing active feedback to agents & generating audit trends as defined or as per critical needs without compromising total target audits in 80% of available time.
• Implementing Quality Monitoring Standards & Monitoring ID movements/follow-ups taking corrective measures towards improvement.
• Coordinate for calibration sessions and adherence towards enhancing calibrated process.

Skills

English & Tamil proficiency

QA experience (2+ years)

Feedback & coaching (sandwich method)

Calibration & monitoring

Tools

7Qc Tools

Call Audits & Monitoring

Calibration Sessions

Job description

Greetings From Hexaware technologies!!

Quality Analyst - International - Must have exp from customer support background

Role & responsibilities

• 2+ years on papers experience as Quality Analyst is required.
• English & Tamil language proficiency is mandatory.
• Strong knowledge in 7Qc Tools, Call audits, call Monitoring, Call calibration, Feedback & coaching ( sandwich method)
• Experience into BPO industry & experience with 7QC is mandatory.
• Expertise into international process or Domestic Process is mandatory(medical billing & healthcare domain not considered)
• Experience into Telecom industry is preferable.
• Providing active feedback to agents & generating audit trends as defined or as per critical needs without compromising total target audits in 80% of available time.
• Implementing Quality Monitoring Standards & Monitoring ID movements/follow-ups taking corrective measures towards improvement.
• Coordinate for calibration sessions and adherence towards enhancing calibrated process.

Shifts: Rotational Shifts (night shift ) / Rotational Week offs

Notice period: Immediate Joiner to 30 days preferred.