Quality & Performance Analyst

Employment Type:
IT Jobs
Job Role:
Audit Jobs, Quality Assurance Jobs, Testing Jobs
Uttar Pradesh
Mobile Jobs
Job Ref:

Job Duty

· Position where the individual can facilitate quality management system in specific teams under detailed supervision.

· Performs periodic quality audits, quality controls. Runs quality reports. Facilitate conduct of internal process audits.

· In call centers, performs side-by-sides, and monitoring agent calls, with particular attention to technical/functional excellence. Provides on- going, on-the-floor support and development of agents' technical knowledge, continually raising the bar for quality and service levels.

· Collates and publishes metrics data related to quality management system for specific teams.

· Facilitates conduct of internal process audits and ensures findings are logged and tracked to closure.

· May perform tools testing.

· Generates status dashboard and ensures correctness.

· Conducts final inspections of simple project.

· Makes amendments to tools, templates and dashboards; may performs tools testing.

Generates status dashboard and ensures correctness.


· 4-6 years of relevant experience or equivalent combination of education and work experience.

· Basic understanding of relevant operational process area (software engineering and support, infrastructure services and business process services).

· Basic knowledge of any one of the Quality Assurance Models is a plus (ISO 9001, 20000, 27001, CMMI, PCMM, Six Sigma techniques).

· Basic Knowledge of Audit process.

· Basic Understanding of MS office applications and Good knowledge in MS Excel and MS word.

· Good communication skills.

· Basic skills on Process Documentation.

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