About this role
As an Analyst in our Delivery Assurance & Practices - BPM | Quality department, you will be responsible for optimizing our business processes and quality assurance measures. Your role will involve collaborating with cross-functional teams to identify areas of improvement, implementing process enhancements, and ensuring compliance with industry standards. You will also play a key role in training and supporting our Customer Care Executives (CCEs) to deliver exceptional customer service.
• Analyze and optimize business processes to enhance efficiency and customer satisfaction. • Develop and implement quality assurance protocols to ensure consistent and high-quality service delivery. • Collaborate with CCEs to understand customer needs and provide effective solutions. • Train and mentor CCEs on best practices for customer interaction and complaint resolution. • Monitor and analyze customer feedback to identify trends and areas for improvement. • Conduct regular audits and assessments to ensure compliance with industry regulations and company policies. • Develop and maintain documentation for processes and procedures, ensuring clarity and accessibility. • Work closely with the IT team to identify and implement technological solutions that support BPM and quality initiatives. • Stay updated with industry trends and best practices, and propose innovative solutions to enhance our processes. • Provide regular reports and insights to the management team, highlighting areas of success and improvement.
• Bachelor's degree in Business Administration, Computer Science, or a related field. • 2+ years of experience in a similar role, preferably in a customer-centric environment. • Strong analytical and problem-solving skills, with the ability to identify process inefficiencies. • Excellent communication and interpersonal skills, with a customer-centric approach. • Proficiency in using BPM and quality assurance tools and techniques. • Experience in training and mentoring team members is highly desirable. • Familiarity with industry-specific regulations and standards is an advantage. • Ability to work collaboratively in a cross-functional team environment. • Strong attention to detail and a results-driven mindset. • Proficiency in Microsoft Office and relevant software applications.