Openings For Quality Analyst - International Process - Chennai

Hexaware Technologies; Chennai District; On-site; INR 400,000 - 540,000; Full time

Job summary

Hexaware technologies is seeking a Quality Analyst for international processes. The role requires 2+ years of QA experience, preferably in BPO, with non-IT background. Candidates must be fluent in English and Tamil and have strong knowledge of 7Qc tools, audits, monitoring, calibration, and coaching.

Experience in telecom is preferred. Medical billing and healthcare domains are not considered. Shifts include night rotation with 5-day workweeks and immediate joiner to 30 days notice preferred.

Qualifications

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

Responsibilities

• Perform QA audits and generate audit trends.
• Provide active feedback to agents and track calibration results.
• Coordinate calibration sessions and ensure adherence to calibrated processes.
• Monitor calls and enforce quality standards; implement corrective actions.
• Contribute to ongoing quality improvement and coaching using sandwich feedback.
• Support for both international and domestic processes.

Job description

Greetings From Hexaware technologies!!

We have openings for Quality Analyst - international -Must have exp from customer support or E commerce background (Non-IT)

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

Notice period: Immediate Joiner to 30 days preferred.