Analyst

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.