Senior Analyst - Quality

The Role:We're looking for individuals that are ready for a challenge, willing to jump in, be a team player and able to make a difference with passion for Quality.Should be confident in engaging with a range of stakeholders, both virtually and face to face, delivering honest and constructive feedback that will help all areas of the business to grow and improve.The right candidate will be quality driven so being able to work with a high degree of accuracy to prescribed processes and tight deadlines is essential .This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall Razorpay customer's experience.Roles and Responsibilities:Perform Monitoring & analysis of transactions and ensure adherence to Razorpay quality standards.Analyse audit data to identify trends, patterns, and recurring issues.Evaluate processes and procedures to identify areas for improvement and share actionable process suggestions to enhance efficiency and effectiveness.Identify defects and discrepancies through thorough audit processes.Coach and provide feedback to customer service representatives based on audit findings.Identify training needs and work with training teams to build training materials to address gaps in knowledge or performance.Collaborate with cross-functional teams to implement process improvements and monitor their effectiveness over time. PRB