Please refer to the job advert for further information.
Senior Analyst / Quality Analyst
Sri Lanka / Work From Office / BPO / Full-Time / Night Shift
We are HCLTech, one of the fastest-growing large tech companies in the world and home to 211,000+people across 52 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.
The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.
If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey to advancing the technological world through innovation and creativity.
Your Role & Responsibilities
We are on the lookout for Senior Analyst – Quality Analyst that is passionate, curious, and resilient, wanting to make a real impact in the BPO industry. As a part of Quality Analyst Team, you should be ready to learn and work with Customers on their Documents Auditing. An Quality will be focused on....
Key responsibilities would include :-
- Observe and evaluate customer experience and interaction of assigned Customer Service
- Representative ensuring the company, client and legal compliance requirements are met
- Maintain process compliance standards of accuracy and productivity when evaluating customer interactions
- Complete necessary research and required reporting associated with role
Qualifications & Experience
Minimum Requirements
- Strong organizational, time management and follow up skills – ability to multitask.
- Ability to assess issues for swift problem resolution.
- Strong business acumen; knowledge of different market segments
- Excellent customer service, interpersonal and communications skills – fluent in English
- Ability to build and maintain relationships.
- Strong analytical and presentation skills
Desired Qualifications:
- Fluent in English, both written & verbal - desired
- Associate or bachelor’s degree - desired
- 3-4 year previous Customer Service with “back office” support in corporate
- 2-3 Years previous experience in QA/QC Support background
- Strong customer advocate with proven customer relationship management skills
- Excellent written & verbal communication skills with attention to responsiveness.
- Extreme attention to detail and organization skills, including regular follow-up checkpoints.
- Ability to acknowledge and respond to inbound sales inquiries including use of problem-solving skills and communication of findings via telephone and e-mail.
- Proficient with Microsoft Office (Outlook, Word and Excel)
- Demonstrates strong critical thinking, problem solving and analytical skills.
- Effective at managing multiple priorities with attention to detail and responsiveness.
- Team & action-oriented self-starter and proactive contributor of ideas to improve work processes.
- Ability to work in a fast-paced environment and be able to project a positive attitude and flexible nature Work Hours”
- Night Shift Starts from 7.30 PM IST to 4.30 PM IST (May differ based on day-light mode)
- Available to work overtime on evenings and Saturdays as needed.
- Ability to work US and Local company holidays as business needs dictate.
How You’ll Grow
At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.
Why Us
- We are one of the fastest growing large tech companies with offices in 52+ countries across the globe and 211,000 employees
- Our company is extremely diverse with representation of 165 nationalities
- We offer the opportunity to work with colleagues across the globe
- We offer a virtual-first work environment, promoting a good work-life balance and flexibility
- We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark
- We offer comprehensive benefits for all employees
- We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect
Equality & Opportunity for All
Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.
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