Job Description

Position: Call Quality Analyst

Location: Troy, MI 48084 (Onsite)

Mode of Hire: Full time

Shift: Monday Friday Day Shift

Leadership is looking for someone who has experience in monitoring and evaluating customer service calls. Meaning, this candidate must have call center and monitoring/QA experience.

Job Description/About the job/Your Role

• As a Quality Analyst for Automotive Software Product Support, you will be responsible for design of quality form, transaction monitoring for the process, reporting & review, other QMS activities such as identifying pain points in the process.
• Perform Transaction monitoring of the select processes
• Record and consolidate QC scores on a timely basis, identify Root causes appropriately
• Conduct coaching & feedback session for the individual & to the team on a timely and appropriate intervals
• Record CAPA and ensure learnings are shared to the team and
• Participate in calibration sessions, ensure that him/her-self meets the required accuracy scores; Demonstrate improvement trend whenever accuracy target is not met
• Prepare QA scorecards and conduct Coaching & Feedback reviews [weekly, monthly and quarterly]
• Identify overall and analyst level sample size based on historical performance
• Conduct timely review and prepare Monitoring Improvement plan
• Tracking and measuring the transaction monitoring compliance against the sampling target
• Identify areas of process improvement through the monitoring process
• Ensure Process/Product updates are communicated to analyst
• Own and contribute to the management of Complaint/Issue tracking, resolution and analysis.
• Sharing the required deliverables to client/internal stakeholders on-time
• Identify the failure modes or pain points in the process and contribute to creating mitigation plan
• Document and maintain the Complaint tracker, ensure the closure of CAPA & RCA
• Ensure the briefing of Corrective actions/ Learnings to the team from complaints, QC findings etc.

Qualifications:

• Any Graduate (3-4 years course)
• 4+ years of experience in QA with similar project in Automotive software support, customer service
• Proficiency in Automotive hardware and software systems with its functionality, Automotive Diagnostics & Troubleshooting
• Good understanding on Diagnostic Trouble Codes ( DTC), symptom codes, wiring diagrams, connected vehicle systems, electrical systems & infotainment systems
• Experience in handling complaints, driven to deliver an excellent customer experience through resolutions and adherence to response times
• Experience in working and managing communications, with multiple cross-functional teams/stakeholders
• Should have experience in identifying the CAPA, RCA and suggest appropriate actions to the Team Lead/Process Manager

Key Skills

• Team oriented/team player
• Excellent critical and analytical thinking
• Well-versed in providing coaching & feedback to the team to achieve the accuracy target/reduce the errors.
• High attention to detail, and high level of professionalism
• Proactive, self-motivated, self-starter, minimal supervision
• Strong organizational, time and workflow management skills

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