Tech Mahindra

• Salary:
• Location: Mumbai (All Areas)
• Key Skills: Accounting

Job Description:

Job description Role & responsibilities The Client is a key player in the telecommunications and media landscape, known for its comprehensive range of services, commitment to innovation, and dedication to corporate social responsibility in North America. We are looking for dynamic Quality resource who will be tasked with delivering high quality customer centric solutions and being vocal about providing insights on what does not work for customers. Your roles and responsibilities include: Conduct Transaction Quality Audits Conduct Transaction Data Analysis & Error Analysis Provide Transaction Quality Metrics Provide Feedbacks and suggestions for improvement Publish Dashboards at defined intervals Drive Quality Initiatives Provide data inputs to internal stakeholders Flexibility and Availability for any ad-hoc business requirement Ensure Confidentiality, availability and Integrity of Data Summarizing of chats based on inputs provided Participate/lead in client/internal calibration sessions Candidates with prior QA Experience in chat handling process would be preferred Knowledge: Understanding of the process, evaluation & feedback, reporting and analysis Establish controls on Transaction Processing aiming for a Zero Defect Output Report and Publish Transaction Quality Metrics Provide Feedback and suggestions for improvement Error Analysis and Root Cause Analysis for process deviations Adherence & record maintenance to Internal and External QMS Audit Requirements Continuous Focus and Drive to meet and exceed SLAs Drive Organization Level Quality Initiatives Responsible for reviewing and tracking the progress on the action plans shared by the internal teams and highlighting deviations Responsible for carrying out improvement projects on the areas identified as improvement areas on monthly basis Participate/lead in client/internal calibration sessions Candidates with prior chat handling experience would be preferred The candidate should have excellent problem-solving capabilities and lateral thinking skills The candidate should be proficient in excel and power point Willingness to work in 24 X 7 work environment Analytical bent of mind having Knowledge of seven Quality tools. Shift- US Shift Role: Quality Consultant Industry Type: BPM / BPO Department: Quality Assurance Employment Type: Full Time, Permanent Role Category: Quality Assurance - Other Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills csat npsfcrquality