Executive quality analyst

Job Description - Quality Analyst

Position Title Executive-Quality / Quality Analyst

Location Bengaluru

Experience 2-3 years of relevant experience in Quality. 4+ years of overall experience.

Reports to Team Lead - Quality

Travel Occasional

Employment Status Permanent

Salary Commensurate with skills

About Greytip:

Greytip Software is Indias no.1 cloud HR & Payroll software solutions company based out of Bangalore, founded with the aim of providing relevant and cost-effective software solutions in the HR domain to companies worldwide.

greytHR - Indias 1st ever fully integrated cloud-based HR & Payroll software with a customer base of over 30000+ businesses, we touch the lives of 30,00,000+ users daily offering multiple tools in areas such as Core HR & Employee Self Service, Payroll & Statutory Compliance, Leave & Attendance, Employee On-boarding & Off boarding and much more.

Greytip Headquartered in Bangalore, India has branches across India in Mumbai, New Delhi, Chennai, Hyderabad, Pune also making presence in 25+ countries.

Position Purpose

The Quality Analyst is responsible for coming up with and implementing the necessary changes for the department or organization to realign with the right objectives and priorities. The Quality Executive drafts and prepares the needed documentation detailing the existing processes; changes recommended, changes implemented, future forecasts, and anticipated results. This expert also analyzes the implemented changes, results, and whether theyre yielding the desired outcomes and making adjustments to workflows.

A strong focus on Quality Assurance is essential in any customer-centric organization. It is critical to have structured mechanisms in place to identify areas for improvement and to implement solutions that enhance service quality and customer satisfaction. The Quality Analyst is instrumental in driving these improvements across departments.

This role requires an enthusiastic, detail-oriented, and process-driven professional who can collaborate effectively with internal stakeholders and various operations teams. The ideal candidate will be responsible for driving initiatives that improve productivity, streamline operations, and enhance overall CSAT scores.

If you enjoy working with diverse teams, have a passion for quality control, and are eager to develop innovative solutions that enhance business processes, this is an exciting opportunity to contribute to the process excellence journey. Join us in Indias fastest-growing cloud HR & Payroll company, where youll be part of impactful projects and a dynamic, growth-focused environment.

Job Description

• Identifying, verifying, analyzing and implementing process improvement and process re-engineering opportunities.
• Coach and mentor the staff based on the evaluations on a day to day basis and track progress
• Analyze the quality check data and provide insights and inputs on improvement in people and processes that will directly or indirectly impact customer satisfaction
• Liaise with the Team Managers to create action plans for improvement of staff on various aspects of customer handling
• Create and share Weekly/monthly dashboards for review with function head
• Identify the top defects every month with RCA and liaise with the team to conduct refreshers to reduce the defects
• Develop process analysis and re-engineering to improve efficiency and improve service quality.
• Provide support to the operations team to achieve desired results.
• Perform project management, analytics and measure to ensure milestones are met and deliverables achieved.
• Coordinate with various teams to analyze project results and performance.
• Ensure that the team works in accordance with the approved company operating policies, procedures, practices and methods.
• Sharing reports/dashboards regularly with all stakeholders on findings of current process adherence along with an action plan.
• Provide technical and analytical support for process improvement initiatives.
• Facilitate the design and implementation of new/improved process models.
• Train and guide resources in process improvement techniques.
• Assist in the development of new process capabilities.

Qualifications & Skills

• Graduate with a minimum of 2 to 3 years experience in a Quality Analyst role preferably in an email and phone support environment.
• Candidates should have working knowledge of payroll.
• Excellent verbal and written communication skills
• Good data analysis and presentation skills
• Entrepreneurial mindset, tremendous drive and ownership, result-oriented.
• Strong problem-solving skills and the ability to adapt and succeed in a fast-paced environment and should be goal drive
• Ability to be able to understand the business and customer needs and provide insights to improve people, product and processes
• Should have an excellent understanding of quality control concepts and develop creative and innovative ways to improve business processes.
• Ability to lead and motivate teams to achieve the goal.
• Develop and design documents including training manuals, process outlines, flowcharts and implementation procedures
• Should be proficient in Microsoft Office.