Quality Analyst L2

About the role

The purpose o central quality analyst role is to conduct quality audits and perform analytics in different areas as defined by central quality team, supporting the project teams in ensuring higher client satisfaction From time to time highlight any critical escalations where the central quality team s intervention is required in any BU project team

What you'll do

• Conduct process quality audits as per plan
• Conduct various process audits as per guidelines and SPO s defined in QMS
• Prepare findings from the report and share it with the account/ project leadership on daily/ weekly/ monthly, as required
• Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)
• Conduct analysis, report generation and process compliance in different areas like metrics office, CAG, Process Definition

What you need

• 5–8 years in customer support & success
• Salesforce
• Root cause analysis
• Escalation handling
• ISO 9001
• Communication
• Any graduate