quality analyst

  • Providing quality support to clients, customer and company.
  • Created evaluation form that client has adopted and was used as a universal form for other vendors.
  • Created a quality dashboard report from scratch for quality updates visible for Operations and clients
  • Review work done by others to check for correct spelling and grammar, ensure that company format policies are followed, and recommend revisions.  

quality analyst

  •  Completing the QA work of the entire team on a weekly basis. 
  •  Providing feedback’s to team members 
  •  Conducting process knowledge tests and sessions on a weekly basis. 
  • Clarifying and guiding the team regarding polices.
  • Escalating issues to the clients. 
  • Giving updates to the team members regarding police’s changes. 
  • Conducting sessions on process workflows and policies. 

quality analyst

  • Create analyse and compile reports. 
  • Prepare presentations for meetings with supervisors and teams.
  • Prepare reports for senior management and director of operations.
  • Improve efficiency by coaching teams based on data.

quality analyst

  • Worked as a Quality Analyst for Amazon (Kindle Email) Process.
  • Handled a team of 20 Plus Agents.
  • Provided Feedback on Client Monitored Emails for Overall Process Improvement.
  • Created Weekly Reports & Client Document.
  • Worked on Client End & Process Escalations.
  • Closely worked with the Compliance team tos check any malpractice.

quality analyst

  • Read source documents such as canceled checks, sales reports, or applications, and enter data in different databases for subsequently entry.
  •  Prepare and deliver reports and recommendations on, and propose approaches to address issues with QA and/or data acquisition processes for clients. 
  •  Focus on deadlines and deliverable – ensures the quality of the data that has been entered into the system. 
  •  Review functional and design specifications to ensure full understanding of individual deliverable.
  •  Ensures that immediate coaching is provided to team members with reported errors either from internal or external reports and that appropriate action plans are strictly implemented in order to meet Quality Metrics.
  •  Prepare and deliver reports and recommendations on, and propose approaches to address issues with QA and/or data acquisition processes for clients.
  •  Responsible in compiling, verifying accuracy and sorting information to prepare source data for computer entry.

quality analyst

  • Certifying newly promoted/hired QA’s on Quality Parameters.
  • Call monitoring and evaluate associates performances.
  • Conduct training and process development for the associates.
  • Work with Axis Bank client for CTA analysis and improvement plan.
  • Conducts post process training certification till OJT transit.
  • Evaluate Mock score for the New Hires. 
  • CTA Analysis, 

quality analyst

  •   Being Quality analyst I was responsible to maintain adherence of process for the supply team.
  • Monitored the quality parameters and process hygiene for better outcomes.
  •  Process adherence among the supply team members. 
  •  Daily Reports and feedback. 

quality analyst

  • Worked in Last Mile Process which is customer-centered.
  •  Worked on databases, mapping, Address solutions, Customer issues and Anomaly detection. 
  • Worked on routing tools using SQL.
  • Handled many processes which dealt with customer problems and addressed them.  

quality analyst

  • Developed and implemented database for quality assurance department
  • Data cleansing and migration
  • Warranty review
  • Quality investigations

quality analyst

  • I worked under the Retail Category to ensure the goals given by the buyers and promise to deliver to products with the best for the customer needs.
  • Met preset customer goals through e-commerce sale maximization
  • Monitored and analyzed revenue generation from website traffic information
  • Oversaw expenses, sales and other aspects of business budgeting
  • Ensured compliance of all business activity to customer and industry standards
  • Worked as a SPOC in Q4 2014 and trained/mentored new associates.
  • Developed Project with B2B and obtained the client results

quality analyst

  • Contributed to the design and development of new and existing products.
  • Provided technical support and instruction for customers.
  • Wrote and edited technical documentation.
  • Created tutorials for interfacing the product with outside software 

quality analyst

  • Developed and maintained Quality Assurance procedure documentation.
  • Review Team members work.
  • Provided quality assurance from every stage of product development process, from manufacturing to packaging.
  • Ensured Data Quality issues are identified, tracked, reported, analyzed and resolved in a timely manner, and determined if escalation was required while retaining ownership throughout

quality analyst

  • Understanding of Quality Assurance processes
  • Conduct refreshers ,training ,call listening and quality session 
  • Quality training for new joiners 
  • Preparing route cause analysis on fraud transactions   

quality analyst

  • Monthly Client meeting attend 
  • attend reviews at client location and share the trend for quality score along with corrective and preventive action plan 
  • conduct call listening session for agent
  • Bring in necessary changes to the process and constant updation of call center core process

quality analyst

  • Make QC of the production team
  • Make Random Post-QC of production to ensure the error free work
  • Provide feedback to the team or person regarding their error
  • Provide Skills development training to the team
  • Make Weekly, Monthly error chart of the production team
  • Provide proper training of the projects/process to the new candidates
  • Provide frequent training to the team or person to improve the quality and production

sr. quality analyst

  • Responsible for Performing Functional Testing, Defect Verification .
  • Recommended Automation solutions that can be built into existing QA system to remove quality risks. 
  • Point Of Contact  for Software Engineering Process Group – Audit 
  • ensure that cross selling also done on call

quality analyst

  • Conducting process training as per operations demand 
  • Grooming OJT associates to help them to hit the NOJT floor 
  •  Provide motivational and professional support to the team
  •  Helping call center representatives to use the most effective and efficient means for handling phone calls without sacrificing customer service while achieving the stated goals.

quality analyst

  • Planning The Training: Prepared training plan to identify the work to be carried out to achieve agreed objectives.
  • Report Creation: Creating and sending reports like Training Dashboard, Training Calendar, NHIP Scorecard, and Training Attendance.
  • Refresher training for tenured agents: Planned and conducted refresher sessions for agents on the floor for the major defects identified as per the call monitoring.
  • Content Development: Created Knowledge checks and content for a refresher. 

quality analyst

  • Quality Analysis:
  • Conducted Soft Skill Assessment: Conducts Soft Skill Assessment for NHT Batches.
  • Customer Service Training: Conducted Training for customer service campaigns.
  • OJT Support: Supported NHT batches in Nesting period.

quality analyst

  • Handled Quality for Google client
  • Supported Quality team for Google Play Services
  • Report Creation: Creating and sending reports like Quality Daily Report with QMS, Quality Calendar, etc.
  • Soft Skills Training: Conducted training on soft skills like Telephone Etiquette, Customer service, etc.

quality analyst

  • Design test case, test plans, scenarios, scripts, or procedures.
  • Execute test cases.
  • Using a bug tracking system (Mantis), and report defects to software developers.
  •  Responsible for the development, implementation, and maintenance of automation framework. 
  •  Worked closely with Quality Control to resolve open issues resulting from recorded reviews, internal audits of facility, and deviation issues 
  •  Coordinate automation testing with the Development and QA team members in an Agile workflow. 
  •  Prepare ISO 2015 standard QA Key performance indicators (KPI). 

quality analyst

  • As a quality analyst I am tasked to listen to calls in 3 ways; live, recorded, and side by side while communicating feedback to encourage and discourage certain practices. Being a  Quality analyst basically I work on a continuous process of evaluating and identifying key behaviors that drive sales and improve customer experience. 
  • Conducted Tape Review Session: To make agent understand his/her mistakes. Play good calls during weekly team huddles to motivate the team.
  • Conducted PKT: Conducted to reinforce process knowledge of agents.
  • Call Calibration: Conducted Internal & External Calibrations to avoid any knowledge gap.

quality analyst

  • Evaluating calls 
  • Coaching agents to improve their performance 
  • Handling/Auditing NPS, CSBA and CE – Customer Satisfaction (CSAT)/ Customer Dissatisfaction (DSAT)
  • Scrubbing Net Promoter Score (NPS)
  • Helping the operations to maintain the target score
  • Doing Calibration Internally (agents,QAs,Leads) and Externally (Clients)

quality analyst

  • Act as SME in an advisory capacity to senior managers and lead new work. Recommend business performance improvements
  • Works with employees to improve performance, provides ongoing feedback, and develops plans with employees to identify career development opportunities
  •  Identify problem areas doing root cause analysis, work on improvements (process and people) and
  • Provide feedback and actionable data
  • Work with training on deploying interventions to address performance gap

quality analyst

  • Creates and updates internal process documentation.
  • Perform quality audits and analyze results to determine process improvement opportunities.
  • Adhere to established Quality processes, procedures, requirements and guidelines, and ensure adherence by all applicable stakeholders.
  • Solid organizational skills with proven ability to multi-task, handle multiple assignments simultaneously, and effectively bring discussions and issues to closure. 
  • Ability to effectively communicate with a variety of team members.
  • Defines/Recommends process improvements to meet current and future customer service needs/standards.

quality analyst

  • Analysed, reviewed and abstracted data with a thorough understanding of the project objectives and data management techniques while working with huge databases to achieve project deliverables with the aim of advancing cancer research
  • Proactively serviced multiple international clients namely U.S hospitals and International Cancer Research Institutes by assisting in clinical data management and analysis in test, training and production cases for various cancer research projects
  • Functioned as primary point of contact for the initiative of project and provided updates to on-site managers on project status and defined deliverables assigned by the client.
  • Experienced in electronic data capture systems and maintenance of electronic case report forms in healthcare databases namely RedCap, Caisis etc.
  • Analysed and investigated any data errors or anomalies and assisted in the implementation of solutions to correct data problems
  • Developed and maintained tools, templates, SOPs and methodologies to support the execution and implementation of multiple projects.
  • Provided data quality and project training and presentations to junior level analysts and maintained timely audits of abstractors.

quality analyst

  •  Monitoring calls of CSRs to make sure that call center employees are in compliance with the quality standards.
  •  Capturing Customers voice & plugging off process gaps also close looping the same.
  •  Process audits for to maintain the basic hygiene on floor.
  •  Provide training, Coaching, Feedback & assistance to call center representatives to make sure that they understand new product & process in a better manner.
  •  Attend call calibrations and taking briefing dipstick to check awareness whether CSRs are updated about new product launch & various changes going in process.
  •  Maintaining accuracy in reports related to audits, certifications, Mock sessions, Projects and analysis, MIS etc.
  • Corrective and Preventive action in order to avoid the errors 

quality analyst

  • Evaluating calls by recorded calls and Live barging 
  • Initiating new ideas in the process to motivate associates and to enhance Quality and team performance 
  • Performing hygiene audits to improve and maintain process health 
  • Conducting sessions like call listening and briefing sessions as per the process requirement and needs 
  • Training BQA associates on weekly basis to improve their performance 
  • Preparing TNI on monthly basis to identify most repeated errors and to groom them to meet process expectation 
  • Handling team as per process requirement 

quality analyst

  • Handles training on all quality related aspects.
  • Monitoring QAs and Trainers work to check their effectiveness.
  • Call Monitoring: Listen to recorded/live calls on a daily basis.
  • Shared Face to Face Feedback: Encourage good ones and discourage the bad ones.

quality analyst

  • Responsible for taking Soft Skills & Process Quality
  • Handling a team of 2 Trainers & 4 Quality Analyst
  • Responsible for generating monthly reports i.e. MTD report, Monthly Compiled Score – Agent Wise, Pareto Analysis and many more.
  • Have conducted training for organizational development.
  • Also, represent the Quality team in the business review meeting held every month.
  • Involved in HR-related activities.
  • Involved in Candidate screening process from the quality perspective.