Quality Analyst Job in Facile Info-serv Private Limited

Job Description: Job Duties Prepare MIS/reports Performing training need analysis. Process improvement. Facilitating and leading calibration sessions. Improving performance through interventions. Continuously develop team capability by providing ongoing development, actively managing talent and embedding consistent feedback loops based on customer insights. Responsible for the consistent documentation of SOP across all processes in the contact center Initiate and drive projects that would increase user satisfaction, productivity and process Quality Organizational Duties Conducting process related checks/audits. Identify ways to improve skill issues that face the team , and action accordingly Participate in companywide projects/assignments, which could include working on curriculum updates/revisions Metrics for performance measurement Ensure adherence to feedback TAT / target Audit accuracy QA quality score Accuracy and timelines of reports Organizational / Strategic Should abide to company policies and display Company s core values. Align self to organizational goals. Job Skills Required Group presentation skills Ability to perform multiple tasks and adjust quickly in short time frames with limited direct supervision Strong communication, organizational, motivational and time management skills Ability to work flexible hours if necessary (all shifts) Ability to analyze quality scores and operational matrices and create Plan of Action with measurable changes within timelines Capable of identifying gaps and executing initiatives. Proficiency in use of the Quality system & sound knowledge in preparing MS office presentations and excel. Expected to lead by example