Quality Analyst ( International Process)

Job Description

Minutes To Seconds is a dynamic organization specializing in outsourcing services, digital marketing, IT recruitment, and custom IT projects.

We partner with SMEs, mid-sized companies, and niche professionals to deliver tailored solutions.

Requirements

Drive date- 2nd and 11th July 2025

Role :  Quality Analyst

DESIGNATION     : Quality Analyst

LOCATION    :        Pune & Mumbai

MINIMUM YEARS OF EXPERIENCE     : 2+ years

This job available in 2 locations

IND Pune - Amar Tech Centre S No.30 / 4A 1

IND Mumbai - Malad West Paradigm Towers Mindspace

Role and Key Responsibilities :

Report results of evaluations to appropriate Quality / Operations stakeholders (Quality Leadership Supervisor and Account Management) on a weekly and monthly basis.

Achieve departmental productivity requirements (e.g. number of calls / chats monitored per month on schedule etc.). Facilitate and / or participate in calibration sessions with

Quality Leadership,  staff.

Facilitate remote call monitoring sessions as needed. Maintain forms and definitions documents. Participate in performance improving task force with Account Management

and clients.

Participate in internal quality audits (e.g. periodic audits of all key customer related processes to determine process control and efficiencies) and recommend changes.

Demonstrate mastery and comprehension of client’s quality standards.

Facilitate program specific internal & external calibration sessions. Participate in program management monitoring sessions. Demonstrate proficiency with respect to the

client specific sales / service process.

Maintain current understanding of program strategies while process monitoring Proficiency in use of Quality reporting databases. Support management focus on review

of key drivers, metrics and operational processes (including Training) that drive

Balanced Scorecard and account profitability goals.

Work closely with the Quality Supervisor & Manager on analysis and process improvement initiatives.

Key skills & knowledge :

Proficiency with various software applications programs including e-mail messaging

applications Microsoft Word and Excel

Experience in managing international voice clients preferably in

Banking / Insurance / Healthcare

Effective oral and written communication skills

Broad understanding of client conformance measures

Process Improvement knowledge / analytical skills- preferred

Educational Qualification  : Graduation

Requirements

Drive date- 2nd and 11th July 2025 Role : Quality Analyst DESIGNATION : Quality Analyst LOCATION : Pune & Mumbai MINIMUM YEARS OF EXPERIENCE : 2+ years This job available in 2 locations IND Pune - Amar Tech Centre S No.30 / 4A 1 IND Mumbai - Malad West Paradigm Towers Mindspace Role and Key Responsibilities : Report results of evaluations to appropriate Quality / Operations stakeholders (Quality Leadership Supervisor and Account Management) on a weekly and monthly basis. Achieve departmental productivity requirements (e.g. number of calls / chats monitored per month on schedule etc.). Facilitate and / or participate in calibration sessions with Quality Leadership, staff. Facilitate remote call monitoring sessions as needed. Maintain forms and definitions documents. Participate in performance improving task force with Account Management and clients. Participate in internal quality audits (e.g. periodic audits of all key customer related processes to determine process control and efficiencies) and recommend changes. Demonstrate mastery and comprehension of client’s quality standards. Facilitate program specific internal & external calibration sessions. Participate in program management monitoring sessions. Demonstrate proficiency with respect to the client specific sales / service process. Maintain current understanding of program strategies while process monitoring Proficiency in use of Quality reporting databases. Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecard and account profitability goals. Work closely with the Quality Supervisor & Manager on analysis and process improvement initiatives. Key skills & knowledge : Proficiency with various software applications programs including e-mail messaging applications Microsoft Word and Excel Experience in managing international voice clients preferably in Banking / Insurance / Healthcare Effective oral and written communication skills Broad understanding of client conformance measures Process Improvement knowledge / analytical skills- preferred Educational Qualification : Graduation