International Quality Analyst ( voice process )

Hexaware Technologies; Mumbai Suburban, Thane, Navi Mumbai; On-site; INR 350,000 - 520,000; Full time

Job summary

Hexaware Technologies in Ghansoli Navi Mumbai is hiring a Quality Analyst for international processes. The role requires at least 1 year of QA experience in international BPO, with strong knowledge of 7Qc tools, call audits, monitoring, calibration, and coaching.

Experience in medical billing is not required; voice processes are mandatory. You will provide active feedback, generate audit trends, coordinate calibration sessions, and help uphold quality standards.

Qualifications

• 1+ year QA experience in international BPO required.
• Experience with 7QC tools and call audits mandatory.
• Voice process experience in international BPO is required.

Responsibilities

• Provide active feedback to agents and generate audit trends.
• Maintain quality monitoring standards and monitor ID movements and follow-up actions.
• Coordinate calibration sessions and ensure adherence to calibrated processes.
• Drive improvements based on audit results without compromising target audits (80% coverage).
• Assist in implementing quality monitoring across international processes.

Skills

7Qc Tools

Call audits

Call Monitoring

Call calibration

Feedback & coaching

Job description

Greetings From Hexaware technologies!!

We have openings for Quality Analyst - international Process

Must have On Paper International BPO Experience on Paper atlleast 1 year on paper

Role & responsibilities

• 1+ years on papers experience as Quality Analyst is required..
• 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 - Voice is mandatory(medical billing & healthcare domain not considered)
• 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-up taking corrective towards improvement.
• Coordinate for calibration sessions and adherence towards enhancing calibrated process.

Note - QA International BPO Process Experience for atleast 1 year is Mandatory to apply in this Role

Shifts: 11 AM To 11 PM (Any 9 hour Window )

5 days working 2 week off

Notice period: Immediate Joiner to 30 days preferred

Location - Ghansoli Navi Mumbai ( Not considering out of boundary Candidates)