Sr Quality Assurance Analyst(IT Audit)
Location
Pune | India
Job description
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.
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