Quality Consultant Job Vacancy in ITC Infotech Bengaluru, Karnataka – Updated today
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Company Name : ITC Infotech
Location : Bengaluru, Karnataka
Position :
Job Description : Job Description – Quality Analyst (Process Consultant)
Roles &Responsibility
Interpret, build upon, and comply with company quality assurance standards.
Carefully maintain complaint and nonconformance processing through records and tracking systems, including root cause and corrective actions
Document quality assurance activities with internal reporting and audits
Identify training needs and take action to ensure company-wide compliance.
Assist operations and local quality function in tracking, documenting, and reporting quality levels.
Analyze and investigate customer complaints or reported quality issues to ensure closure in accordance with company guidelines and external regulatory requirements.
Provide training and support to quality assurance team on systems, policies, procedures, and core processes.
Transaction Monitoring including call audits and admin work done by the team daily.
Feedback and Coaching- Provide feedback to the agents and coach them on the areas of improvements.
Create and Publish Reports and Analysis for focused actions.
Customer experience survey analysis (C-Sat & D-Sat) to improve the C-Sat scores.
Implement corrective action based on audit analysis.
Handling client interactions, conference calls, new process transitions & deploy a robust
Conducting Monthly Process Checks for all the analysts of the process.
Requirements and Skills
Full time graduate from any stream.
Overall 5-7 years of IT/ITES experience as Quality Analyst
Good knowledge of MS PowerPoint and Excel
Willing to work any shift according to the delivery requirement.
Should be a team player and Work in partnership with internal teams and support effective and efficient training methodologies.
Desirable to have knowledge on Service Now.
This post is listed Under Technology
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