Customer Service Domestic Quality Analyst-BPS

JD: Table of Contents 1 Job Description – Quality Analyst 4 2 Job Specifications – Quality Analyst 8 3 Purpose 9 4 Intended Audience 10 Document Control Distribution Restricted / Internal Document Access Control Bijoy Chacko Document Ref # XXX Created on 01-SEP-22 Created By Bijoy Chacko Owner Bijoy Chacko Process ID # HEX534 Last Updated on 01-SEP-22 Ref Version Nature of change Author Reviewed By 1. 1.0 File Created Bijoy Chacko Abinash Rath 2. 3. 4. For any questions or clarifications about this document, please contact: Bijoy Chacko Sr. General Manager Hexaware Technologies BPS Email: bijoyc2@hexaware.com Phone: +91 98205 06298 2 Job Description – Quality Analyst 1. Position Objective  The incumbent would be part of the team and the primary responsibility will be to audit emails / Calls that are handled out of Hexaware BPS, record and share timely feedback, highlight process improvement opportunities, Dip-check various aspects of quality of the services delivered, analyse and reduce errors, etc.. Passing on the process updates to the team members, Maintaining Weekly reports, Daily reports and interacting with the process manager and the team to improve the process. 2. Business environment  Vertical : BPS Quality  Process Name: Seattle  Scope: Customer Service - Quality Control 3. Organization chart  Reporting To: Quality Lead / Manager  Reportees (if Any): NA