Process Assurance Analyst

Experience: 0 years
CTC Offered: Not Disclosed
Locations: Gurgaon, Gurgaon
Job description If you live by the quality over quantity mind-set, have a critical eye for detail and are proactive in your drive to solve problems then this could be your calling! An exciting career opportunity awaits an ambitious employer at Webhelp to fill the position of Process Assurance Assessor. This is your chance to work with an amazing team of driven and dynamic individuals in our Gurgaon office and drive your career forward. You will gain critical experience in high responsibility tasks and process management. This position requires diligence, a high level of responsibility and an analytic way of thinking. Of course, communication is key in this role but just being a people's person won't make the cut. We want people who can understand what is being said and provide insight or the right influence when speaking and building key relationships. If you are confident in decision making, pride yourself on efficiency and a consistent high standard of work and achieving results, then apply today for the perfect position to boost to your career. Responsibilities - Providing daily, weekly and monthly Quality reporting including completion, gap analysis, result trends, trend benchmarking and reporting on performance management trends to meet stakeholder requirements. - Preparing periodic reports for management, as necessary or requested, to track strategic goal accomplishment. - Focusing on various aspects of reporting like Live Dashboards, new tool knowledge or insights - Providing advice and guidance regarding reporting queries submitted by the operations, involving both initial interpretation of the quality rules and conflicts of interest policies against specific query related facts and the development of initial advice on matters under review. - Working with relevant internal and external stakeholders to ensure data is accurate and current - Defining and maintaining reporting requirements across all Webhelp sites and continually improving the process of data reporting, analysis and insight. - Maintaining the competitive edge within the outsourcing marketplace through investigating, promoting and implementing new ideas and initiatives in terms of quality improvement in support of the operations department - Working in conjunction with the wider team to assist with any client requirements to provide advice and support on data and strategies. - Regular reporting and analysis of key performance metrics for daily, weekly, monthly, quarterly and annual requirements. - Assisting with analysis in discrepancies within reporting suite to ensure all reporting is fully up-to date and accurate. - Identifying process improvement, working with line manager on the implementation of new/updated processes. - Developing and implementing reporting tools to support business requirements. Requirements - Experience of operating within a regulatory environment such as OFCOM, FCA, ISO, EU regulations. - MS Office 365, SharePoint, Power Apps, Power Automate, OneDrive. Advanced Excel including Power pivot etc. - High level of numerical literacy and data analysis methods including correlation, causation, regression analysis, data visualization and standard deviation for CSAT, NPS, FCR, AHT calculation to provide customer outcome results. - Experience of producing reports at management level and above including strategy and business case scenarios. Produce actionable insight and recommendations. - Intellectual capacity to make good judgements with strong analytical, organizational, project management skills and attention to detail when assessing data, process and reporting. RoleQuality Assurance/Quality Control Executive Industry TypeBPO, Call Centre, ITeS Functional AreaITES, BPO, KPO, LPO, Customer Service, Operations Employment TypeFull Time, Permanent Role CategoryQuality Education UG :Any Graduate in Any Specialization PG :Post Graduation Not Required Doctorate :Doctorate Not Required Key Skills Advanced Excel
Role: Quality Assurance/Quality Control Executive
Department: ITES, BPO, KPO, LPO, Customer Service, Operations
Graduation Required: Any Graduate in Any Specialization
Post Graduation Required: Post Graduation Not Required
Doctrate Required: Doctorate Not Required
BPO Call Centre ITeS
Employment Type:
Full Time Permanent
Advanced Excel