quality analyst

  • Quality Check of UIDAI’s online data as per residents biological and demographic details.
  • Providing training to new comers and assisting teams.
  • Analysed teaching data on student’s feedback and provided effective data-based solutions in the decision making process of the organisation.
  • Led a pool of 30 professional tutors by providing critical feedback and solutions to improve quality of teaching.

quality analyst

  • Observe and evaluate agents’ performance to determine progress and make suggestions for improvement. 
  • Conduct talk, roadshow and demonstrations to teach principles, techniques, or methods in subjects such as basic English language skills, customer profiling skills, and workforce entry skills. 
  • Instruct agents individually and in groups, using various methods such as lectures, discussions, and demonstrations. 
  • Guide and coach agents with adjustment or work performance related issues 

quality analyst

  • Worked as QA trainee
  • Experience in writing and execution of test cases
  • Tested web applications manually
  • Experience in documenting reports

quality analyst

  •  Using project management & bug tracking tools like JIRA. 
  • QA documentation like a bug report, test closure, test cases, test plan, etc.
  • Proficient in all aspects of the software development life-cycle in a structured environment.
  • Android, iOS and web applications testing.
  •  working with remote teams. 
  • Working on software application testing for Web and Mobile Platforms.
  • knowledge of software QA methodologies, tools, and processes.

quality analyst

  •  Design and Development of Test Cases for Products of Rakya
  •  Developing Quality Standards and driving Rakya towards “6 Sigma” Executing Manual,Black Box and White box testing.
  • Setting up automated testing environment using tools such QTP
  • Monitoring documentation standards for ishare
  • Setting Quality Standards and Measurement for Delivery, Support, Product Releases, Customer Interactions, Training and any other official communication
  • Quality standard for customer feedback, customer interaction, customer case activites etc. and to measure theirprogress
  • Quality Standars for marketing branding activities

quality analyst

  • Setup Quality Assurance Framework across the APAC region since the business was newly transitioned
  • Setup Training Plan and Content for new-hires
  • Was responsible for complete Quality Assurance for APAC region
  • Was responsible for preparing test plans for content manuscript testing 

quality analyst

  • Monitoring calls and providing feedback for the agents.
  • Doing calibrations with the client to make sure alignment of procedures and standard processes. 
  •  Conducting skills gap analyses to identify areas of improvement
  • Designing training curricula within time and budget constraints.  

senior quality analyst

  • Perform root cause analysis for Pre-sales department 
  • Maintaining MIS report using quality tools like Pareto, histograms, scatter diagram and fish bone analysis.
  • To monitor calls and share regular feedback.
  • Handling team of QA’s to ensure corrective measures are in place.
  • Conducting team huddles and internal calibration sessions on weekly basis.
  • Training and mentoring QA’s and consultants to improve the overall business process.
  • Ensuring Zero compliance issues in terms of call quality by identifying high risk behaviors and procedural errors through call reviews.

quality analyst

  • Own and maintain changes to relevant process documentation, training and certification modules
  • Actively participated as relevant weekly discussion with client
  • Responsible for quality audit of financial transaction related to payment appeal for insurance carrier
  • Providing feedback on the opportunity identified to while auditing the transaction and preparing corrective and preventive action plan to avoid defects
  • Accountable for identifying and resolving complex issues by suggesting creative solutions
  • Identified 3 lean project on error reduction and streamlining of the process
  • Publishing performance report to the team and management

quality analyst

  • Responsible for applying the principles and practices of software quality assurance throughout the software development life cycle, such as; testing, problem solving, exploring and documentation
  • Quality assurance testing on different platforms (Web/Android/iOS) using debugging tools such as; Charles and screen monitoring tools such as; iTools and Vysor
  • Identify test requirements from specifications, map test case requirements and design test coverage plan
  • Develop, document and maintain functional test cases and bdd Test Scenarios
  • Manual executing and evaluating for test cases and report test results
  • Ensure that validated deliverables meet functional and design specifications and requirements
  • Identify, replicate, and report defects and verify defect fixes

quality analyst

  • Writing of test cases for “positive and negative” scenarios in new features.
  • Trying to “break” new product or feature on system as consultant/client.
  • Weekly regression testing of overall current system functionality.
  • Strictly following Agile and scrum procedures by attending backlog refinements, requirement meetings, implementing test plans, logging system defects and ensuring product delivers expected deliverables without exposing new defects and bugs to the system. 
  • Assistance with service desk and client issues.
  • Using strong attention to detail and analytical skills, possible missed requirements or scenarios needs to be taking into account at all time. 
  • Developing possible client/consultant difficulties with system before implementing development of Backlog item.

senior quality analyst

  • Primary responsibility is to facilitate the projects which are part of Renault and Nissan projects and ensure process are adhered accordingly .
  • Ensure Bi-month Process checks Performed and highlight the gaps
  • Captured the Quality , Cost , Delivery metrics status and provide analysis in case of deviation to senior managements
  • Conduct Weekly meetings with the Project Leader and Project team and highlight the process gaps to ensure that institutionalization of the process takes place 
  • Part of CMMi SVC 1.3 assessment with KPMG Lead Auditors 
  • Responsible to collect organisation KPI on Defects and deliverables and Reporting to Top Management 
  • Responsible to Gartner ITIL assessment for Nissan ensuring all ITIL process like Incident management , Problem management , Change management , Security, Configuration management is defined , implemented.

quality analyst

  • Test and verify the products developed by developers analyze and heck whether the product meet requirements.
  • Expert client handling through requirement  gathering , Analysing and testing the project.
  • Testing the product in various methodologies such as Manual, Automation, Selenium, Jmeter .
  • Reports submission is done with Bugzilla, Excel.

quality analyst

  • Responsible for Back Process and Quality Audit on Daily Basis.
  • Call Audits and making reports.
  • Sharing Feedback and Quality Score with Executives on Daily Basis. 
  • Daily updates and briefing, Refresher trainings on monthly basis. 
  • Call calibration on monthly basis. 

senior quality analyst

  • Supervise and analyse the work ensure adherence to quality standards
  • Conducting Transaction Audits & ensuring 100% feedback is delivered
  • Driving process initiatives for the process improvement
  • Handled a team size of 20 
  • Identifying the TNI post survey analysis
  • Screening job applicants/ new hires on their Oral and Written Communication Skills 
  • Conducting Calibration

quality analyst

  • Business risk reduction
  • The improvement of your overall contact center performance
  • The improvement of call, voice, and email quality made by your agents
  • A continuous improvement in your contact center’s processes – internal and external
  • Reduction of agent attrition
  • Highlighting areas of risk within your business
  • Identifying and addressing potential customer interaction issues

quality analyst

  • Working on Artificial Intelligent(AI) platform to prepare categories and dashboards to give business insight to the client. 
  • Work on reports to showcase some behaviors and finding for the client company.
  • Have experience of training team member on AI platform.
  • Use to quality monitor the behavior of the customer service executive.
  • Certified Aspiring Leader of the organisation.   

quality analyst

  • Developed evaluation tools and programs in collaboration with the team
  • Provided structured and timely recommendations; verbal and/or written feedback to Quality Manager, Call Center leadership, Call Center operations, analysts and the Service Quality teams.
  • Undertook mock calls with new hires post-training to determine readiness for moving into support
  • Developed and conducted targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities
  • Conducted assessments of customer service expertise to evaluate existing practices and procedures for process improvement opportunities with all Call Center teams and sites
  • Trained and coached staff to improve performance
  • Developed and shared various reports to provide visibility and drive better strategies for improving customer experience

quality analyst

  •  Improving and maintaining the quality of support given to the customers by providing feedback
  • Highlights areas of risk in the business
  • Attending Client call, and briefs the updates to whole floor. 
  •  Responsible for various important Client Reports on daily basis and TCS Compliance work. 

quality analyst

  • Creation of evaluation program
  • Keeping track of latest industry trends
  • Training and coaching of new joiners
  • Monitoring calls, chats and emails
  • Making sure that customer feedback is considered
  • Daily Briefings, client calls and feedback sessions for business enhancement.

quality analyst

  • Design test plans, scenarios, scripts, or procedures. Test
  • Process improvement.
  • Managing the fresher and give training to them for understanding the project. 
  •  Adhering to 100% SLA on time delivery. 

quality analyst

  • Supervise the work of the customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Provided accurate, consistent, and constructive performance feedback to agents and management team.
  • Effectively handled escalated customer service calls
  • Feedback as per SOP.

quality analyst/customer service executive

  • Maintained the Quality of the handled process as per the given parameters.
  • Evaluated and scored agent to customer interactions with the aim of identifying key behaviors that improve customer experience. 
  • Provided process improvements.
  • Took part in call calibrations.
  • Coached the agents who are outliers and provided developmental feedback and action plans.

quality analyst

  • Deliver daily reports to On-shore client.
  • Attend weekly and monthly reporting calls. 
  • Process daily productivity and utilization reports as per prescribed guidelines and time-lines.
  • Handling documents processing and analysis for client. 
  • Achieving day to day target with quality.
  • Working on detail study and analysis of the data and understanding of different terminology. 
  • Project works on 99.98% accuracy. 

quality analyst

  • Implementing and managing team metrics effectively using Variance Based Management.
  • Providing feedback’s to agents on a regular basis and designing step up goals for them.
  • Mentoring new Team members into the team and taking care of their K Pis. 
  • Handling Team escalations and callbacks. 
  • BQ management to improve the individual performance and team stats overall. 

quality analyst

  • Project to improve overall Quality scores for Prepaid process. 
  • Won R&R Award for ‘ALL IDEAS MATTERS’ for implementing knowledge based portals based on client’s expectations. 
  • Facilitated weekly meetings with key stakeholders to task programs to help identify needs and improve service focusing CSAT.
  • Conducting any refresher training or team huddle if required pre or post shift.

quality analyst

  • Checking the work of the colleagues. 
  • We are doing action plans together and we stay focused on the things that the customer is asking from us.
  • Promoted to Analysis Team with in the span of 04 months in Hinduja Global Solutions. 
  • Appreciated for achieving 95% of accuracy on Campaign management

quality analyst

  • Monitored work done by research analyst team.
  • Created checklists to reduce errors.
  • Live company’s project “shopspring” and handled end to end work.
  • Training for new joiners on same project.

quality analyst

  • Ensuring adherence to quality norms as per client specification. Awards received for outstanding performance and reducing repeat percentage on regular intervals(in my tenure period) 
  • Generating all business reports for doing analysis to achieve the business targets. 
  • Initiating & Implementing action plans to reduce repeat %age on Agent, process & call center related issues. 
  • Gained a lot of Experience by Auditing HOLD analysis, High AHT analysis for Bridge Team, Giving Feedback on their performance. 

senior quality analyst/quality analyst

  • Daily audit as per norms. 
  • Daily,weekly,monthly reports. 
  • Calibration internal and externals. 
  • Refresher sessions for BQM. 
  • Analysing defects. 
  • RCA on customer experience. 
  • Process review with process owners.