Quality Analyst - Senior Executive-Business Process & Service Excellence -Quality Excellence

Providing event-based and frequency-based feedback. Collecting and analyzing trends and patterns. Assisting Ops-AM in identifying training needs for the agents and process level issues that can help improve performance. Participating in team huddles and providing brief on Quality performance in the process. Brief new agents joining the process and explain how the quality functions operates in the process. Co-ordinate all process improvement initiatives.