Immediate openings _Quality Analyst BPO - International Process

Hexaware Technologies; Navi Mumbai; On-site; INR 450,000 - 600,000; Full time

Job summary

Hexaware Technologies is seeking a Senior Quality Analyst for its Navi Mumbai operations, focusing on international voice/email/chat processes in a BPO setup. The role requires hands-on 7QC experience and a strong background in customer service across international processes.

You will provide active feedback to agents, generate audit trends, monitor quality standards, and coordinate calibration sessions to enhance process accuracy and performance.

Qualifications

• 1+ years documented experience as Quality Analyst is required.
• Experience into International Process & Customer service background is mandatory.
• Hands on experience into 7QC is mandatory.

Responsibilities

• Provide active feedback to agents and generate audit trends as defined or as per critical needs within audits.
• Implement Quality Monitoring Standards and monitor ID movements/follow-ups for corrective measures.
• Coordinate calibration sessions and ensure adherence to calibrated processes.

Skills

Quality Assurance

Audit Feedback

International Process

Quality Monitoring

Tools

7QC

Job description

Roles & responsibilities :

Role : Senior Quality Analyst

Process : International voice/email/chat process

Industry : BPO

Location: Navimumbai

• 1+ years documented experience as Quality Analyst is required.
• Experience into International Process & Customer service background is mandatory.
• Hands on experience into 7QC is mandatory.
• 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 / Rotational Week offs

Notice period: Immediate Joiner to 15 days preferred.