KPO Quality Analyst

Position Title: Sr. Analyst

Tier - 3

Overview:-

Conduct audits and provide structured feedback for the targeted / entire population with the objective of improving overall process quality.
High performance delivery on all quality parameters.
Perform Root cause analysis.
Team Player & Ability to coach and provide feedback to associates on audits performed.
Data analysis and making designated reports/decks.
Participate in calibrations to ensure consistent scoring & feedback delivery approach.
Communicate to heighten awareness and focus on the importance of positive customer experience.
Make recommendations on quality improvement.
Ensure that internal policies, procedures, and compliance regulations are being followed.
Participate is inter MSP calls..
By using knowledge of process, proactively identify areas of concern & highlight to the change Team.
Prepare TNA / TNI , publish and execute for 100% closure.
Real Time Support (Production/Live Support) on the floor as per the business requirement.
Conduct assessments every fortnight based on the audit findings to gauge team member process knowledge.

Skills/Qualifications:
REQUIRED SKILLS: Quality analyst, Analytical Thinking, Business
Partnership, Presentation/Storytelling
PREFERRED QUALIFICATIONS
BA/BS or equivalent degree in Business, Finance, Accounting, Economics, Data Science or
related field.

About VirtusaTeamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 21,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.