Quality Analyst - Voice & Data @ Cross Country Infotech

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Quality Analyst - Voice & Data

Cross Country Infotech
1 - 6 years
Pune
3 months ago
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Job Description

Maintain and evaluate individual and team performance metrics, such as quality scores, average handle time, customer satisfaction ratings, and targets .
Provide constant coaching, monitoring, and training to enhance team membersskill sets, product knowledge, and customer service capabilities.
Assign tasks to each QA based on volume, sampling rate and client requirements.
Maintain quality standards of Cross Country Healthcare process by conducting frequent quality audits to identify improvement areas and provide feedback to agents.
Responsible for managing calibration calls with business partners in the US .
Experience of making and managing team of QA with the key quality actions like VSM, FMEA SOP for existing and processes undergoing transitions.
Has experience in doing RCA and Post Incident Reports for quality client escalations.
Has experience with Lean and Six Sigma QA tools Ability to design and develop parameter-based Quality Forms for individual processes as needed.

Requirements

Graduate | Experience in QA function for more than 1 year | Willing to work US night shifts

Job Classification

Industry: Software Product
Functional Area / Department: Quality Assurance
Role Category: Business Process Quality
Role: Quality Analyst
Employement Type: Full time

Contact Details:

Company: Cross Country Infotech
Location(s): Pune

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Keyskills: QA RCA Quality standards Customer satisfaction Quality Analyst Quality audit Healthcare Customer service Monitoring Six sigma

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Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

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Cross Country Infotech

Cross Country IndiaSituated in the heart of Pune, Cross Country Infotech Pvt. Ltd. is an Information Technology company that provides innovative IT solutions to the family of Cross Country Healthcare companies in the United States Our solutions help Cross Country Healthcare connect the r...

Quality Analyst - Voice & Data @ Cross Country Infotech

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