Quality Analyst - Gurgaon

Key Responsibilities: Responsible for leading, motivating and supervising the team of Quality Analysts Identify root causes and recommend solutions for improvement Set up, improve, drive and streamline monitoring, feedback & other internal processes related to Quality and Compliance Develop Controls to minimize external and internal escalations Collect Data, perform analysis and RCA on metrics and publish reports Drive Process control & Compliance in addition to managing the audit requirements Drive FMEA and other compliance activities for the account Monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results- on an ongoing basis Focus on identification and highlight any/all compliance defects and recommend action plan Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet clients expectation Ownership of complia...