Job Title: Quality Analyst, Goa, India
Reporting To: TnTQ Team Leader
A Quality Analyst for Business Support Services is responsible for monitoring and evaluating the quality of services provided by the staff, coach and provide accurate feedback, identifying areas for improvement, and developing and implementing solutions to improve service quality. The job description for this role includes the following responsibilities and rotational shift as per client requirement.
Job Description:
- Conduct quality audits: Review and assess the quality of services provided by the staff. This includes monitoring hotel contracts, packages/tours and other work types to ensure that customers receive high-quality service.
- Providing detailed feedback for continuous enhancement to match with the service delivery standards.
- To support the team in striving for 100% accuracy in all practices by placing a strong emphasis on the quality control aspects of the process and through process improvement.
- Timely escalation of Quality issues to team supervisors and ensure timely resolution.
- Reporting out process trends through weekly/monthly reports.
- Conduct calibration & knowledge enhancement sessions.
- RCA and find out opportunity areas of IN Scope Improvements and Drive Improvement.
Required Skills:
- Experience: Minimum 6 months experience in any international process with similar role.
- Hands-on skills on 7 QC Tools / Pareto analysis etc
- Good English Communication, Coaching and Feedback Skills.
- Good level of computer literacy, including proficiency in MS Office applications and mail drafting /report writing.
- Recognized industry qualifications are preferable.
- Interpretation and knowledge of contract terminology used in Air/Hotel contracts.
- Team player and natural Go Getter.
- Good interpersonal skills, capability to influence the team, manage changes.
- Time management.
- Analytical approach to work and attention to detail and accuracy.
