Job description

We are looking for exceptional candidates with passion & commitment to join our team.

The ideal candidate will be a confident individual to demonstrate strong attention to detail and have analytical and problem solving abilities.

Responsibilities:

• Develop, create and implement quality processes and procedures as well as providing recommendations for enhancing the quality program as needed.
• Audit Inbound/Outbound calls, Ticket responses, Chat responses and provide accurate feedback on areas of improvement.
• Conduct refresher training, educate and mentor team members on quality trends.
• Root cause analysis as per requirement and Handle calibration sessions.
• Reviewing, updating and version controlling on SOP through TNI.
• Work closely with the operations functions to achieve organizational goals.
• Collaborate with internal teams to identify and implement workflow gaps and areas for process improvement opportunities.
• Provides mentoring, training and assistance to new and existing team members.
• Compiles, analyzes and reports volumes and productivity to the management.
• Contribute to continuous improvement activity within your team.

Requirements:

• Effective communication, Interpersonal skills, confident speaking skills and ability to deal with diverse groups of people.
• Must be able to effectively communicate and deal with stakeholders.
• Must demonstrate the ability to work independently & drive business objectives in a rapidly changing environment.
• Comfortable with multitask, prioritization and time management.
• Must have strong customer service aptitude with the ability to resolve problems and escalated issues.

Qualifications/Eligibility:

• A minimum of 1 year previous experience as a Process Quality Analyst or related position in financial services or loan operations.
• Organizational agility ability to flex and adjust to meet changing business needs (variable shift patterns, timelines etc.)
• Loan operations experience preferred with knowledge of industry and regulatory requirements.
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel).

RoleQuality Analyst

Industry TypeRecruitment / Staffing

Functional AreaQuality Assurance

Employment TypeFull Time, Permanent

Role CategoryBusiness Process Quality

Education

UG :Any Graduate