Quality Analyst

1 week ago

Cape Town, South Africa Tech Mahindra Full time

**Role**: Quality Analyst

Quality Analyst typically need to understand the principles of quality assurance and the skills they need to perform their duties. The main purpose of this role is to drive KPI targets through effective Quality assurance measures via people and process. Ensure that direct spans of control are motivated, focused, and effective in their interaction with their teams while making sure business objectives are met.

**Description**
- Assist the Quality Lead/ Manager in developing, implementing, and maintaining the quality management systems.
- Monitor compliance to quality policies, procedures, and objectives
- Develop, implement, and maintain quality control procedures
- Train employees in quality control procedures
- Perform quality assurance with associates and team leaders.
- Investigate root causes of defects.
- Participate in continuous improvement initiatives
- Other duties as assigned
- Ensuring that all employees follow all company policies and procedures
- Working with management to develop new quality control processes and procedures
- Participating in regular staff meetings to discuss quality issues and concerns
- Serving as a liaison between Quality and other departments such as operations, learning & development (L&D).
- Conducting training sessions on quality control methods and techniques to ensure that all employees are familiar with best practices.
- Reviewing data from internal audits and investigations to identify problems or determine whether corrective action is necessary (Both upstream & downstream)
- Ensuring a consistent standard of customer service.
- Generate insights on KPI’s via data analytics, quality analytics and call insights
- Develop action plans based on root causes identified and ensure execution of plans

Provide operations team with navigation tools basis findings to support and aid KPI performance

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (preferred)

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