Quality Analyst - International Process - Chennai

Hexaware Technologies; Chennai District; On-site; INR 300,000 - 420,000; Full time

Job summary

Hexaware Technologies is hiring a Quality Analyst for its BPO operations in inbound customer service. The role requires 2+ years of experience as a QA analyst and hands-on work with 7QC, with exposure to international processes.

The candidate will provide active feedback to agents, identify audit trends, and implement quality monitoring standards while coordinating calibration sessions to continually improve calibration and process quality.

Qualifications

• 2+ years of experience as a Quality Analyst.
• Experience in BPO with international processes.
• Hands-on experience with 7QC.
• Ability to provide active feedback to agents and generate audit trends within 80% of available time.
• Implement and monitor Quality Monitoring Standards and audit follow-ups for corrective actions.
• Coordinate calibration sessions to enhance calibrated processes.

Responsibilities

• Provide ongoing feedback to agents and track audit trends.
• Implement quality monitoring standards.
• Coordinate calibration sessions to improve calibration.
• Follow up on ID movements and take corrective actions to drive improvements.

Skills

Quality Assurance

Call Auditing

Feedback to Agents

7QC

Quality Monitoring Standards

Calibration Coordination

Job description

Role: Quality Analyst

Industry: BPO

Process: Inbound Customer Service

Notice Period: Only Immediate joiners to 30 days' notice5 days working with 24/7 rotational shift.

• 2+years documented experience as Quality Analyst is required.
• Experience into BPO industry and experience into international process is mandatory.
• Hands on experience into 7QC is mandatory.
• 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.