Manual Testing Jobs In India

Quality Analyst at Tech Mahindra

Manual Testing Jobs

Position: Quality Analyst

Location: Noida

Tech Mahindra is a leading global information technology and business process services company, and we are currently seeking a qualified and experienced Quality Analyst to join our team in Noida. As a Quality Analyst, you will be responsible for ensuring the highest standards of quality in our customer service and voice processes. If you have a passion for delivering exceptional customer experiences, a strong background in quality assurance, and excellent communication skills, we encourage you to apply.

Responsibilities:

  • Quality Assurance: Conduct quality audits on customer service and voice processes to ensure compliance with established quality standards, policies, and procedures.
  • Quality Monitoring: Monitor and evaluate customer interactions, including calls, emails, and chat sessions, to assess agent performance and adherence to quality guidelines.
  • Performance Analysis: Analyze quality data and performance metrics to identify trends, patterns, and areas for improvement, and provide actionable feedback to agents and team leaders.
  • Coaching and Training: Provide constructive feedback and coaching to agents to improve their performance, customer service skills, and adherence to quality standards.
  • Process Improvement: Collaborate with cross-functional teams to identify process gaps, recommend process improvements, and participate in implementing quality initiatives.
  • Documentation and Reporting: Prepare accurate and detailed quality reports, highlighting findings, trends, and improvement opportunities, and present them to relevant stakeholders.
  • Stakeholder Collaboration: Work closely with team leaders, trainers, and other stakeholders to align quality initiatives, share best practices, and ensure consistent adherence to quality standards.
  • Compliance and Risk Management: Ensure adherence to regulatory requirements, company policies, and industry best practices, and identify and mitigate quality and compliance risks.
  • Continuous Learning: Stay updated with industry trends, customer service best practices, and emerging technologies to enhance the quality assurance process and contribute to continuous improvement.

Requirements:

  • Education: Candidates should have a minimum of a bachelor’s degree or equivalent qualification.
  • Experience: Overall, a minimum of 3 years of work experience is required, with at least 1 year of experience specifically in quality assurance from a premium process.
  • Certification: Candidates should hold a Yellow Belt certification, demonstrating their knowledge and understanding of quality management principles and methodologies.
  • BPO Background: Candidates should have a strong background in the business process outsourcing (BPO) industry, with experience in customer service and voice processes.
  • Communication Skills: Excellent verbal and written communication skills are essential to effectively communicate with team members, stakeholders, and clients.
  • Domain Knowledge: Strong domain knowledge in customer service and voice processes is required to assess quality and provide valuable feedback to improve performance.
  • International Process Experience: Candidates with experience in international processes will be given preference.
  • Analytical Skills: Strong analytical and problem-solving skills to analyze data, identify trends, and recommend process improvements.
  • Attention to Detail: A keen eye for detail to identify areas of improvement, inconsistencies, and non-compliance with quality standards.
  • Team Player: Ability to work collaboratively in a team environment and build effective relationships with team members and stakeholders.
  • Time Management: Strong organizational skills with the ability to prioritize tasks and meet project deadlines.

Manual Testing Jobs In India

Apply: If you are a qualified and experienced Quality Analyst with a passion for delivering exceptional customer service and a strong background in quality assurance, we would like to hear from you. Please share your resume with us at km00918032@techmahindra.com, and our hiring team will review your application.

Note: This job description provides a general overview of the position and may not include all the specific tasks and responsibilities.

Vinayak Nale

Vinayak Nale

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