Tech Mahindra is hiring for the position of Quality Analyst/ Operations Analyst in Hyderabad, Pune, India. Candidates with Bachelor’s/ Master’s Degree are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.
Job Description:
| Company Name | Tech Mahindra |
| Position | Quality Analyst/ Operations Analyst |
| Qualifications | Bachelor’s/ Master’s Degree |
| Batch | Any Batch |
| Experience | Freshers & Experienced |
| Location | Hyderabad, Pune (Remote) |
Key Responsibilities:
- Conduct daily/weekly Transaction Quality Audits.
- Provide meaningful feedback and reporting to agents, team leads and management to guide improvements in agent coaching/training, documentation, resolution model, etc.
- Publish Dashboards at defined intervals.
- Drive Quality and process improvement initiatives.
- Provide data inputs to internal stakeholders.
- Flexibility and Availability for any ad-hoc business requirement.
- Ensure Confidentiality, Availability and Integrity of Data.
- Drive BQ Management.
- Drive internal/External Calibrations.
- Work closely with operation manager to understand the expectation from quality and align QA activities accordingly.
- Participate in weekly quality review with operation and internal Quality stakeholders.
- Conduct weekly team huddle/session on quality.
Eligibility Criteria:
- Bachelor’s/ Master’s Degree
Preferred skills:
- Excellent verbal and written communication (English).
- Relevant working experience in an international Service Desk / Technical Support environment must;
- Minimum 1-2 years of experience performing Transaction monitoring audits and providing feedback in Service desk voice and in tech trouble shooting process.
- Knowledge of usage of MS tools-Intermediate level (Excel, word, PowerPoint).
- Good Knowledge of QA Audit and evaluation function.
- Coaching and objection handling skills.
- Good understanding of QA calibration.
- Should have good understanding of ITIL.
About Company:
Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences. We #Rise together to create sustainable businesses that can bring about lasting change in our communities – to create an equal world, to be future ready, and to create value. We are a USD 6.5 billion company with 152,000+ professionals across 90 countries, helping 1297 global customers including Fortune 500 companies. We are focused on leveraging next-generation technologies including 5G, blockchain, metaverse, quantum computing, cybersecurity, artificial intelligence, and more, to enable end-to-end digital transformation for global customers.
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