Quality Analyst Specialist | Xiaomi Career | Job Alert | Bangalore | Latest Jobs 2022

Quality Analyst Specialist | Xiaomi Career | Job Alert | Bangalore | Latest Jobs 2022

Quality Analyst Specialist | Xiaomi Career | Job Alert | Bangalore | Latest Jobs 2022

About Company

Xiaomi is committed to being the most user-centric mobile internet company in the world, with software, hardware, and internet services that consistently surpass user expectations. Xiaomi was founded in 2010 by Lei Jun and seven other entrepreneurs and released MIUI, a highly optimized Android-based operating system.

Quality Analyst Specialist Job Description
Roles and Responsibilities
  • Soft Skill monitoring (as per the CQA form shared) 
  • Monitor performance of all the Solution Experts as described in the SOP shared by Mi India
  • Identify challenge areas and suggest methods to improve quality, both at individual and at program level.
  • Identify bottom quartile Solution Experts, facilitate retraining and closely monitor their post training performance.
  • Record Solution Experts performance-using various tools/approved report formats on a daily, weekly and monthly basis.
  • Complete and update MIS, finalize quality reports every end of the month and submit reports to designated persons at Mi India stakeholders
  • Participate in calibration sessions and share feedback with Team Leaders / Trainers / Solution Experts
  • Maintaining call analysis reports of the solution experts and forwarding the same to Mi India stakeholders on a daily basis
  • Tracking down the Solution Experts coverage weekly and sending the reports for the same
  • Conducting monitoring sessions as per the schedule received from Mi India
  • Representing call quality calibrations once a week and sending minutes for the same on EOD
  • Analyzing parameter wise defects and sending reports on weekly basis
  • Maintaining records, reports and personal files of the Solution Experts for further reference
  • Works assigned by higher level managements
  • Should possess grammatically correct communication skills in English, Hindi & one regional language
  • Familiarity of Operating Systems and MS office application including MS Excel and PowerPoint
  • Software: Knowledge of program specific software
  • Program specific knowledge from QA standpoint
  • Overview of Mi India
  • Familiarity with handling different kinds of customers and bringing enhanced customer experience.
  • Escalations process knowledge for Transaction monitoring specific to soft skills and tech skills/Email & Chat monitoring
  • Good organizational, interpersonal and reporting & documentation skills
  • Analytical Abilities
  • Documents signing between Solution Experts and file maintenances.
  • Planning & organizing Skills 
  • Time management Skills
  • Initiative
  • Willingness to learn
  • Typing speed: minimum 35 wpm.
  • Degree Diploma and Above, Computer Science and E-commerce Major is preferred.
  • Willingness to work in rotating shifts and on Sundays & Public Holidays
  • Minimum 18-24 months as a Quality executive in the Call Centre background
  • Experience in customer service industry, Mobile phone and Ecommerce Industry experience is preferred

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