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Experience: 2-6yrs Designation: Associate Role: Customer support - Process Quality Analyst Location: Chennai (Ambit IT Park) Shifts: Flexible to work in Night Shifts Work Model: Work From Office We are looking for immediate joiners only Job Description: To review the escalation cases received from customer and analyze the root cause in order to reduce the escalations in future. To suggest action plans and corrective measures to Operations Team based on the review from escalation audits. To audit voice and non-voice cases on daily basis and share feedback to Engineers who are aligned with. To send weekly trend report on quality scores of aligned Engineers to team managers To take corrective measures in improving the quality scores of BQ Engineers To be a part of calibration session between Quality and Operations team To conduct quality induction for the new hire Engineers To conduct refresher training for the existing Engineers To send compliance reports on quality parameters to Operations Team on daily/weekly basis If you have relevant experience as a Non-Tech Process Quality Analyst, please share your details with me @