Job Description
We're Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than 141.000 associate providing Information Technology and Business Process Outsourcing Services.
We are currently looking for a Quality Analyst for our project.
Roles and Responsibilities
● Monitors all interactions and ensures accuracy of the output
● Coordinates and facilitates call calibration/training sessions for vendor QA partners
● Trained and certify new IQA/VQAs
● Publishes quality trends, feedback and improvement / enhancement reports
● Deal tactfully and courteously with clients
● Produce Quality reports and dashboards such as TNI, Pareto etc.
● Drive process improvement and ensure process compliance
● Contribute to the development of the short and long term goals of the process
● Ensure quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results)
● Drive fir...