Sr Quality Assurance Analyst

Note:- this role is for IT audit (for IT support calls and tickets)

Key Responsibilities:

• Develop and implement comprehensive quality assurance strategies to optimize the performance of the hosting operations.
• Design and execute quality monitoring programs, evaluating customer interactions to identify areas for improvement and maintaining service excellence.
• Audit call and tickets for hosting operations team.
• Collaborate with cross-functional teams to implement process improvements, ensuring alignment with organizational goals and client expectations.
• Create reports and dashboards. Analyze performance data, identify trends, and present actionable insights to senior management for strategic decision-making.
• Establish and maintain strong relationships with clients, addressing quality-related concerns and proactively identifying opportunities for service enhancement.
• Stay abreast of industry best practices, emerging trends, and technological advancements to continually improve the quality assurance framework.
• Act as a liaison between quality assurance, operations, and training teams, fostering a collaborative and results-driven work environment.
• Should be able to analyze and provide objective, actionable feedback to improve overall customer experience.
• Participate in internal calibration sessions and/or joint calibration sessions with managers.
• Help with other tasks such as audit assignments, monthly reductions, SharePoint requests, dispute redressals when required.
• Create and maintain CEQ process documentation on an ongoing basis.
• Perform CSAT/DSAT analysis as and when required.
• Participate in team meetings and contribute to knowledge sharing.

Qualifications:

• Bachelor's degree in a relevant field; advanced degree or certifications are a plus.
• Should have 5-7 years of experience in performing IT audits, data analysis and Excel.
• Strong understanding of call center operations, quality metrics, and industry standards.
• Effective communication skills, both written and verbal, for interacting with internal teams and clients.
• Results-oriented mindset with a focus on continuous improvement and exceeding quality targets.
• Excellent analytical and problem-solving skills with the ability to translate data into actionable strategies.
• Keen eye for detail & good aptitude for fact finding.
• Excellent coaching skills and understanding of quality methods and tools (score calculations, parameters ratings, etc.)
• Good feedback skills (written & verbal) with effective articulation.
• Six sigma green belt certified (Preferable)
• Meet daily and monthly audit goals, maintain calibration variance and dispute %.
• Knowledge of ServiceNow, Pure Cloud genesis, SharePoint.