Quality Analyst Job at VDart Inc, Troy, MI

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  • VDart Inc
  • Troy, MI

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

Job Tags

Full time, Shift work, Day shift, Monday to Friday,

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