Quality Analyst

Concentrix; Hyderabad; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Concentrix is seeking a Sr Quality Analyst in Hyderabad with 3 years of experience to evaluate transactions and ensure adherence to client quality standards. The role focuses on mentoring associates, improving processes, and coordinating with clients to manage escalations and quality metrics.

The ideal candidate will analyze data, generate dashboards, and drive improvements to enhance customer experience while complying with internal policies and training schemes.

Qualifications

• Good analytical, logical reasoning & numerical ability
• Training, Coaching & Mentoring skills
• Eye for detail and ability to identify potential failure modes
• Excellent interpersonal and communication skills for extensive interaction
• Excellent data interpretation/presentation skills
• Strong written and verbal communication
• Customer orientation and customer-first mindset
• Good people management skills
• Process orientation and structured thinking
• Basic knowledge of quality tools
• Proficient in MS Excel and PowerPoint

Responsibilities

• Evaluate transactions/calls/chats as per Training & Competency Scheme / client-approved sampling methodology
• Ensure adherence to quality norms as per client specifications and follow internal policies
• Ensure associates perform efficiently within assigned areas to meet performance standards
• Identify improvement opportunities and drive action plans for quality enhancement
• Partner with Operations to streamline and enhance metrics
• Reduce learning curve and enhance product/process knowledge of new team members
• Client coordination including escalations, calibration calls, and reports
• Communicate to heighten awareness of improving customer experience
• Performance management and bottom quartile improvement
• Conduct calibration with internal & external customers
• Prepare TNI and conduct refreshers on top themes
• Generate quality reports and update MIS records
• Create huddle packs and refreshers based on identified themes and trends
• Analyze team data, make dashboards, and drive improvements
• Support pursuit of high-quality service for internal and external customers

Job description

ROLE : Sr Quality Analyst

DESIGNATION : Sr Quality Analyst

LOCATION : Hyderabad

YEARS OF EXPERIENCE : 3 YEARS

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

• Evaluate Transactions/call/chats as per Training & Competency Scheme / Client approved sampling methodology
• Ensure adherence to quality norms as per client specifications; Ensure that internal policies, procedures and compliance regulations are being followed
• Ensure that associates perform efficiently and effectively within their assigned areas, with pre - determined performance standards
• Identify improvement opportunities, develop and drive appropriate action plans for quality enhancement.
• Partner with Operations and streamline / enhance metrics
• Reduce the learning curve and help enhance the product/process knowledge of new team members
• Client Coordination - Handling Client Escalations, calibration calls, reports etc.
• Communicate to heighten awareness and focus on importance of improving the overall customer experience
• Performance management & Bottom Quartile Improvement
• Conduct calibration with the internal & external customers
• Prepare TNI & conduct refreshers on top themes
• Generate quality reports, update records for MIS
• Generating huddle packs & Conduct Refreshers basis the Themes & Trends Identified
• Analyze the data of the team aligned and make dashboards. Make recommendations and drive improvement
• Support the Company's pursuit of high-quality service to internal and external customers and enhance the overall customer experience
• Ensure that internal policies, procedures and compliance regulations are being followed
• Identify operational / training issues and help team members in fixing these gaps.

Key Skills and knowledge:

• Good analytical, logical reasoning & numerical ability
• Training, Coaching & Mentoring skills
• Eye For Detail - Ability to identify/dissolve potential failure modes
• Excellent interpersonal and communication skills required as the job involves extensive interaction and feedback
• Excellent Data Interpretation/Presentation Skills
• Good Written and Verbal Communication Skills
• Customer Orientation & customer first belief
• Good People management skills
• Process orientation & structured thinking
• Basic knowledge of Quality Tools
• Proficient in MS Excel and PowerPoint.

Educational qualification: Graduation

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'