QA Analyst Lead

QUALITY ANALYST LEAD ROLE:

Complete quality checks as per quality check plan

Listen and assess live calls or recorded calls to ensure compliance with internal policies

Check for customer satisfaction metrics and regulatory standards

Evaluation based on tone, professionalism, resolution effectiveness and communication clarity

Complete the feedback loop and ensure verbal feedback is closed for all

Daily/Weekly reports to be shared with all analysis and results

Do cross evaluation with clients to ensure these are no process gaps

Take huddles/briefs for the team and work towards bridging knowledge gaps

Understanding of utilities and associated market participants

Identify Factors important to clients

Handle customer complaints

Ensure customer-based quality parameters are measured and tracked

Apply lean six and Sigma practices to resolve ongoing issues

Ensure privacy is for the customer related information /assets

KNOWLEDGE AND EXPERTISE:

Experience in managing ownership of issues and overall customer experience

Has an experience as working as a Quality Auditor for at least 12-24 Months

SKILLS:

Strong Communication and Analytical skills

A Quick Learner: The Qualities of a QA analyst must have a global overview of the company

Attention to detail

Analytical

Empathize

Strong relationship building skills

Multaskin