Openings For Quality Analyst - International Process

Hexaware Technologies; Chennai District; On-site; INR 350,000 - 550,000; Full time

Job summary

Hexaware Technologies invites applications for a Quality Analyst - international. The role requires 2+ years of on-paper QA experience in BPO, with proficiency in English and Tamil. This position demands expertise in 7QC tools, call audits, monitoring, calibration and coaching using the sandwich method and experience with international processes.

The job is based in Chennai with rotational night shifts. Telecom exposure is preferred; notice period is immediate joiner to 30 days.

Qualifications

• 2+ years of on-paper QA experience.
• English and Tamil language proficiency mandatory.
• Experience in BPO with 7QC mandatory.
• International or domestic process experience; healthcare domain not considered.
• Telecom industry experience preferred.

Responsibilities

• Provide active feedback to agents and generate audit trends.
• Monitor quality and ensure 80% target audits.
• Coordinate calibration sessions and maintain calibration standards.
• Implement quality monitoring standards and follow-ups.
• Drive improvements through identified root causes and corrective actions.

Skills

Quality assurance

Voice process experience

Audit & feedback

Coaching

Tools

7QC Tools

Call audits

Call monitoring

Calibration sessions

Job description

Greetings From Hexaware technologies !!

We have openings for Quality Analyst - international

Must have exp from Voice background (telecom or telecalling exp are considered) (Non voice , sales, healthcare background exp will not be considered)

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

Location - Chennai

Language - Tamil (Mandatory)

Notice period: Immediate Joiner to 30 days preferred.