quality analyst Archives

Telesales – VOIP technology. www.vonage.com B2C
Telemarketing – B2B and B2C
Leading and motivating the Customer Support team and ensuring their training development and positive contribution to the organization Monitoring Calls on issues of CTQ’s directly from the Clients
Monitoring on IQC (Internal Quality Check) & EQC (External Quality Check) Monitoring sales call for CTQ and Development of FLA’s Quality
Handling Escalation
Solving technical problem in customer care end. Shift briefing and up selling the new product launched

Create daily monitoring of agents calls to ensure they comply with the company’s standard and processes.
Work with the Training and Team leaders by having weekly meetings.
Send monthly reports about Top call drivers and Top behavior where agents get markdown the most.
Facilitate weekly meeting with the agents to show QA trends.
Create PowerPoint presentation in conducting QA talk for newly hired employees.
Measure the consistency of the agents in hitting the targets by giving specific feedback with their performance.

Communicate deadlines, motivate & assess performance.
Actively participate in the interview process
Have taken up & implemented process improvement projectssuccessfully
Tools Used: Oracle 9i , UNIX , Python, VBA

Preparing Test plans, Test cases, Test Scenario and Test Data. And executing the same.
Writing test cases, Perform Sanity Testing, Functional Testing, Regression testing. Functional, Usability, Security, Database Testing. Perform Testing.
Develop a testing process that addresses areas such as database impacts, software scenarios, regression testing, negative testing, error or bug retests, or usability.
Update automated test scripts to ensure
Provide feedback and recommendations to developers on software usability and functionality. currency.

Executed test scripts and recorded results.
Maintained quality assurance procedure documentation.
Quality induction session for new hires.
Conduct quality sessions to eradicate errors on calls. Maintain the Quality of the handled process as per the given parameters.

To conduct regular Feedback sessions for Agents.
Generating daily , weekly & monthly Quality Reports.
Should have knowledge of 7 tools of quality.
Assistance for continual improvement .
Discuss and explain the errors and quality issues with the team and provide guidance for improvement.

Prepares and analyses internal and external quality reports for management staff review.
To monitor live shows and share the feedback.
Sharing the effective feedback and coach to associates on different skills in order to achieve process SLA.
Analysis of various Reports, identify the process gaps & training needs, both at Team level & Agent level & ensure timely implementation of all refreshers & training.

Performing Audits using analytical methods on bulk data of Amazon’s Catalog to ensure Quality and accuracy by error and pattern analysis.
Have worked with a team of 15 members and have trained and guided 5 of them
Have worked across 2 teams in my career at Amazon.
Have coordinated with team in establishment and successful on boarding of new marketplace brands and products to Amazon catalogue

Provide detailed and timely feedback to top management on performance results; provides detailed recommendations with follow-through
Utilize feedback from customers to Identify opportunities to improve the work processes and create solutions that resolve the problems in the best interest of the business
Understood the priority of the organization and evaluated call behaviors for regulatory compliance cross-selling and adherence to policy.
Participates in customer and client listening programs to identify customer needs and expectations.

Participates in design of call monitoring formats and quality standards
Performs call monitoring and provides trend data to site management team.
Uses quality monitoring data management system to compile and track performance at team andindividual level.
Performs monitors of customer care email responses.
Provides actionable data to various internal support groups as needed
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.

Created Quality process in the organisation from ground level.
Performed root cause analysis for the sales executives.
Maintained MIS report using quality tools like Pareto, histograms, scatter diagram and fish bone analysis.
Performing analysis for the behavior regarding sales and service for domestic clients.
Ensuring zero variance between all the quality analysts by regular internal and external calibrations.
Training new joiners and ensuring they meet the quality standards before signing them off for production.
Preparation of reports using quality tools in fortnightly basis.

In charge of reviewing customer support interactions from complex line of businesses that requires high accuracy rate and strict compliance
Responsible for indentifying, analyzing, and documenting the program’s areas of opportunities, as well as providing feedback to stakeholders
Help develop materials that the support team will use to improve content and customer service quality
Perform Regression and Functional testing with all the testing types

Conduct regular software Testing
Maintain working knowledge of quality standards
Wrote Test case & Perform Test case Execution
Create, review and refine user experience documents
Participates in bi-weekly meetings for testing
Complete professional development to ensure that testing strategies are current
Troubleshoot testing failures

Testing of Electromechanical product and validating the Performance of the ATM software Interfacing with the hardware as per the domain requirement.
Preparing Functional test plans and cases for testing hardware, currency validation.
Compile and send daily, weekly and monthly quality reports and send to the Training and Quality Manager and the relevant stakeholders.
Liaise with Team leaders to ensure that feedback and the identified quality gaps are addressed with the individual/team members.

Developing Test Data.
Development of Test Scenarios and Analysis.
Automations of Customer Online Application Form data. KYC Analysis.
Banking Operations tool Maintenance. Troubleshooting and debugging

Evaluates recorded customer interactions against the dimensions of customer experience, business process and regulatory compliance requirements.
Analyses quality service in order to perform root cause analyses and determine trends, challenges and improvement opportunities.
Analyses customer experience data and feedback in conjunction with quality findings in order to identify drivers of both satisfaction and dissatisfaction.
Delivers quality reports and analysis to meet the Business Unit requirements and standard reporting requirements within the Quality function and overall business.
Identify training needs to close gaps identified in audit.
Provide agent coaching and hold weekly calibration sessions with Team leaders

Checking Quality of transcribed report in accordance with established formats or written documentation from medical reports, correspondence, health records and patient information
Proofread work for typographical and grammatical errors
Edit transcripts for missing or incorrect content and formatting.
Communicate quality assessment plans to the relevant stakeholders weekly.

Responsible for handling two accounts in Hyper Quality India Pvt ltd
Duke Energy and Sage
Use to validate the calls made to CCE in Duke Energy and Sage by their product user
Provide feedback to the client of improvement of the calls.
Had telephonic conversation twice a week with the client to discussion of the feedback that was sent to them by us.
Mentoring the underperformer of the team
Helping team leader in making reports i.e. attendance tracker, transport roster for the team member

Keep records of room availability and guests’ accounts, using designated software applications.
Perform bookkeeping activities, such as balancing accounts and conducting audits.
Record guest comments or complaints, referring guests for evaluation.
Plan, schedule or supervise the work of other employees as and when necessary.
Reconfirming all audits and check for errors if any.
Training of staff for operations.

Statement Spreading: Analysis of Income and expense Statements/Statement of operations to arrive at the Net operating income of the property. This is done based on the full property analysis guidelines.
Performing detailed Rent Roll/lease summary analysis in order to estimate the value of the property in the next year bases on current Real estate market conditions by utilizing current NOI and ongoing market capitalization rates.
Doing a Quality check of the full property to help borrower in understanding and taking judgments.
Review is done to see the current full property analysis is as per the original analysis.
Analyzing borrower Risk exposure.
Analyzing property real estate taxes and property insurance, escrow service.
Quality Review of the Commercial term lending portfolios credit risk and FNMA portfolios credit risk.

Assist the Training and Quality Manager in setting quality standards across the Samasource work streams
Develop a plan on method and frequency of assessing the quality standards across the workstreams
Assess the quality of transactions against set best standards
Evaluate the impact of Team leader coachings on defect reduction/ improvement and provide feedback.
Occasionally evaluate set standards and determine the need for changes to ensure consistent improvement in standards of work
Provide recommendations on measures that should be taken to improve quality/defect reduction across the different business workstreams.
Analyze client feedback to determine the validity and needed interventions

Received incoming calls and paged individuals and departments over PA system.
Connected callers with appropriate professional, department or business.
Worked with [Job title] to resolve [Type] problems, improve operations and provide exceptional customer service.
Saved $[Amount] by researching and implementing [Type] cost-saving initiatives and creating fresh new approaches to long-standing problems.

Involved in Requirements Gathering, Test Planning, Test Case Preparation, and Test Execution.
Actively involved in creating test data for clients which helped them to test the application.
Been a part of Automation Testing Team were I was involved in writing Test Cases using Element Locators and Selenium WebDriver Methods.
Executed Test Cases with the help of Selenium and reported the defects.
Involved in sending the reports on Daily and Monthly basis.

Design or develop automated testing cases
Perform initial debugging procedures by reviewing configuration files, logs, or code pieces to determine breakdown source..
Inspect, test, raws and products
Clean, maintain, calibrate, test equipment, such as balance, grinder for conformance to specifications.

Involved in Framework development of the Swirl Components. using Selenium with Maven as tool Involved in Automation of the 50% of the Testacases.
Involved in writing of the Manual Testcases and Manual Execution of the Testcases. Raising bugs in Rally and updating daily status in rally.
Daily Checking the Automated scripts and debugging of the Modification of the Scripts. Running Jenkins jobs and regularly checking the Services status.
Creating multiple jobs and configuring so as to run the Automated Testcases in Jenkins. Deploying Builds in Kubernetes environment using Dockers
Deployment of the Application in VPC.
Estimating Code coverage Using Istanbul.
Sharing Allure Reporting results with the Higher Management

Make changes to grammar, punctuation, format, ensuring consistency, and clarity of meaning, adhering to the AAMT book of Style, or as per client preference
Verify patient demographics for accuracy and completeness as per standards listed in the client information
Have complete understanding of the platform used for auditing
Use electronic references and other resources whenever required to identify and grade errors appropriately

Develop test strategies.
Automate tests using test frameworks.
Create test Strategy.
Test Cases for Application form.

Design test cases, test plans, scenarios, scripts, or procedures.
Test plans execution(regression, smoke)
Bug logging and tracking through JIRA and Redmine.
Management of testing environment.
Perform mobile application testing with different operating system.

Auditing jobs assigned post delivery to find out the audit score and errors involved
Ensure timely delivery and very high quality
Grading jobs as per specified scoring methodology
Meeting the productivity and quality targets assigned to the Auditor
Finishing audits within the deadline that the Audit team is assigned/liable to do
Capturing all errors, noting corrections, grading errors, and making suggestions/recommendations based on audit findings whenever required
Audit jobs with various dictation styles, accents, and dialects.Recognize, interpret, and evaluate inconsistencies, discrepancies and inaccuracies in medical dictation; appropriately audit, revise and clarify them without altering the meaning of the dictation or changing the dictator’s style

Monitoring calls and providing feedback, both during and after the calls.
Maintaining performance report of the agents.
Sharing process updates and reminders with the agents every week via email and face to face as well
Working on weak agents to boost up their performance.

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