Transaction Quality Assurance Analyst
NTT DATA Global Delivery Services Ltd
Work from Office
Full Time
Min. 3 yearsJob Description
Transaction Quality Assurance Analyst
Job Description for TQA (Grade 6)
Essential Requirements
- Undergraduate degree and 3 to 5 years work experience in Call center quality assurance activities
- Has the ability to carry out root cause analysis and provide inputs for process improvement
- Knowledge of Quality Tools & Techniques
- Has Required knowledge of a domain to drive process improvement initiatives
- Good team player with ability to build rapport with the delivery stakeholders and work along with delivery team
- Good communication skills
Desirable Requirements
- Experience in performing call center audits and detection of errors
- Knowledge of Lean Six Sigma methodology
- Good knowledge in preparing power point presentations
Key Responsibilities
- Perform root cause analysis and provide inputs for process improvements
- Collect data/information and perform data analysis needed for the improvement initiatives, from different sources including call center tools
- Facilitate process improvement meetings with stakeholders to develop Corrective action plans
- Create & Maintain QMS process documents for specific processes
- Identify opportunity for improvement in effectiveness and efficiency of the processes
- Create story boards for process improvement initiatives
Experience Level
Mid LevelJob role
Job requirements
About company
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