Company Overview

VCATCH is a dynamic organization operating on Six-Sigma standards, driven by a team with vast experience in industry. With a strong foothold in Bangalore, we extend our expertise to various sectors including Ed-tech, E-commerce, FMCG, and more. Our advanced technology and infrastructure ensure cost-effective call center services, enhancing clients' ROI. We strive to maintain our reputation as a leading contact center.

Job Overview

We are seeking a Junior Quality Analyst to join our team on a full-time basis. This role demands a minimum of 1 to 3 years of relevant experience in quality management. The position is based in Chennai, Coimbatore, Arakkonam, and Salem. The ideal candidate will possess strong technical skills along with the ability to communicate effectively and manage quality assurance processes.

Qualifications and Skills

• Proven experience in quality management, demonstrating an understanding of quality assurance standards and methodologies.
• Competency in technical skills relevant to call center and BPO standards for monitoring and evaluation processes.
• Excellent communication skills with the ability to convey feedback and improvement strategies clearly to team members.
• Strong leadership qualities that empower teams to maintain high quality standards in customer service and project delivery.
• Critical thinking and analytical skills to identify issues, analyze data, and develop effective solutions and improvements.
• Detail-oriented individual who ensures that all aspects of the quality process are meticulously monitored and reported.
• Understanding of Six-Sigma principles will be advantageous to align with the company’s operational standards.
• A proactive mindset with a passion for continuous improvement and commitment to achieving excellence.

Roles and Responsibilities

• Conduct regular quality checks and audits on processes and activities to ensure adherence to company standards.
• Collaborate with team members to coach and develop their skills in delivering outstanding customer service.
• Analyze feedback and data to identify trends and propose actionable insights for improving service quality.
• Maintain comprehensive documentation of quality performance metrics, reporting results to stakeholders.
• Assist in the development and implementation of quality improvement plans and training programs.
• Liaise with cross-functional teams to ensure quality insights are integrated into operational processes.
• Participate in quality-related meetings, providing insights to help shape the strategic direction of initiatives.
• Act as a bridge between managerial and operational teams to align quality standards with business objectives.