Sr Analyst/AM - QA & Reporting

Designation: Senior Quality Analyst or Assistant Manager

Education: Bachelor's degree/Master's Degree. Certification in quality processes is highly preferable.

Experience: Approximately 3-8 years of related experience

Core Responsibilities:

- Independently perform quality measurement for assigned processes

- Communicate and reports quality data, issues, non-compliance, process gaps through audits and measurements

- Ensure that all measurements are carried out in accordance with process documentation, report documentation errors, updates as necessary on timely basis

- Participate in cross training initiative, share best practices

- Participate in the resolution of disputed errors with operations and escalate as and when required.

- Collate and analyze performance data and charts against defined parameters

- Present monthly, audit findings to operations with various reports and presentations, perform root cause analysis and identify gaps

- Analyze data such as CSAT, quality accuracy, timeliness, productivity and utilization and provide input for process improvement and standardization. Suggest process improvement and automation.

- Identify ongoing issues that affect the process and provide support to implement process control.

- Analyze trends, KPIs of the product line and signal variations

- Participate in calibration with operation team and business partners

- Identify opportunities to share/adopt process standardization across centers

- Provide data and interpretation of measurements and audits, written communication and oral presentation

- Share findings from measurements and audits to Operations in right perspective

- Drive quality culture in operations

- Analyze measurement, audit and survey reports, identify gaps and suggest process improvements

People Responsibilities:

- Assist in the management of work through efficient utilization

- Provide opportunity to others, share best practices, develop self and team members

- Review improvement ideas and guide team members to implement them

- Contribute ideas/opinions to the team and listen/respond to other team members' views.

- Use technology to continually learn, share knowledge with team members, and enhance service delivery.

- Demonstrate professionalism, competence and clarity of communication when dealing with the clients and leadership.