Quality Analyst _ Customer Service Inbound _Fintech

Hexaware Technologies Limited; Navi Mumbai; Presencial; INR 450.000 - 650.000; Jornada completa

Descripción de la vacante

Hexaware Technologies Limited in Navi Mumbai is hiring a Quality Analyst for Customer Service - Inbound (Fintech Process). The role focuses on monitoring service quality, analyzing metrics, and implementing improvements to ensure high standards.

You will lead audits, calibrations, and training to support constant quality elevation. The ideal candidate has 3 years total experience, including QA exposure, strong communication skills, and familiarity with Pareto analysis and quality tools.

Formación

• Graduation in any field.
• Total 3 years of experience, including 1 year as a Quality Analyst.
• Experience in Customer Service/BPO/Call Center industry.
• Excellent communication and interpersonal skills.
• Knowledge of quality tools and Pareto Analysis.

Responsabilidades

• Conduct quality audits and process assessments.
• Analyze quality metrics and identify root causes.
• Drive corrective and preventive action plans.
• Gather feedback to improve processes and service quality.
• Perform call calibrations and ensure quality compliance.
• Monitor performance and recommend improvements.
• Collaborate with stakeholders to enhance service delivery.
• Prepare quality reports and actionable insights.
• Drive continuous quality improvement initiatives.
• Maintain audit documentation and quality records.
• Deliver quality training, coaching, and calibration sessions.

Conocimientos

Quality analysis

Audits

Root cause analysis

Data analysis

Quality tools

Educación

Graduation

Herramientas

Pareto Analysis

7 QC Tools

Descripción del empleo

We are hiring Quality Analyst for Customer Service - Inbound (Fintech Process)

Location: Ghansoli, Navi Mumbai

Job Role:

The Quality Analyst is responsible for monitoring and improving service quality through audits, data analysis, root cause identification, and corrective actions. Utilizes quality tools, including 7 QC tools and Pareto Analysis, to drive continuous improvement and ensure adherence to quality standards.

Key Responsibilities:

• Conduct quality audits and process assessments.
• Analyze quality metrics and identify root causes.
• Drive corrective and preventive action plans.
• Gather feedback to improve processes and service quality.
• Perform call calibrations and ensure quality compliance.
• Monitor performance and recommend improvements.
• Collaborate with stakeholders to enhance service delivery.
• Prepare quality reports and actionable insights.
• Drive continuous quality improvement initiatives.
• Maintain audit documentation and quality records.
• Deliver quality training, coaching, and calibration sessions.

Criteria:

• Graduation (any stream)
• Overall 3 years experience, including 1 year as a Quality Analyst.
• Experience in the Customer Service/BPO/Call Center industry.
• Excellent communication and interpersonal skills.
• Knowledge of quality tools and techniques, including Pareto Analysis.

Shift timings: 24x7 (9 hour shift) 6 days working

Week Off: 1 Rotational Off