Quality Assurance Specialist

4 weeks ago

Mumbai, India Spin N Press Full time

Company Description

Spin N Press is a premier dry cleaning service provider based in Mumbai. With a passion for perfection and a commitment to customer satisfaction, we deliver exceptional garment care that goes beyond the ordinary. Our team of experienced professionals uses advanced techniques and eco-friendly practices to ensure your clothes receive the care they deserve, leaving them fresh, crisp, and immaculate. We offer convenient scheduling and specialize in cleaning specialty garments, including wedding gowns, leather and suede garments, curtains, and rugs. Our commitment to sustainability and eco-conscious practices sets us apart.


Role Description

This is a full-time Quality Assurance Specialist (Calls Monitoring) role located in Mumbai. As a Quality Assurance Specialist, your day-to-day tasks will involve monitoring and evaluating customer service calls to ensure adherence to quality standards. You will provide feedback and coaching to customer service representatives to improve their performance and customer satisfaction. Your attention to detail and strong communication skills will be essential in maintaining the highest level of service and ensuring customer satisfaction.


Qualifications

  • Strong analytical and problem-solving skills
  • Excellent attention to detail and ability to identify areas for improvement
  • Exceptional listening and communication skills
  • Strong knowledge of customer service best practices
  • Experience in call monitoring or quality assurance is a plus
  • Ability to work independently and in a team
  • Bachelor's degree or equivalent experience in a related field
  • Previous experience in a BPO / KPO, preferably in a quality assurance or auditing role (Minimum 2 years)

Key Responsibilities:

1. Call Monitoring and Evaluation:

  - Listen to and review a sample of inbound and outbound calls.

  - Evaluate calls against established quality criteria and guidelines.

  - Score calls based on criteria such as adherence to scripts, compliance, empathy, problem resolution, and communication skills.

2. Feedback and Coaching:

  - Provide detailed feedback to CSRs on their performance.

  - Conduct coaching sessions to address identified issues and improve CSR skills.

  - Develop and deliver training sessions to enhance overall call quality.

3. Reporting:

  - Prepare and present detailed reports on call quality trends and patterns.

  - Identify and report on recurring issues or areas for improvement.

  - Collaborate with management to develop action plans for performance improvement.

4. Compliance:

  - Ensure all monitored interactions comply with legal and regulatory requirements.

  - Stay updated on industry regulations and company policies.

  - Ensure CSRs are informed about compliance requirements and any updates.

5. Process Improvement:

  - Participate in the development and revision of call quality guidelines and standards.

  - Suggest process improvements based on call monitoring findings.

  - Work with other departments to implement improvements and measure their effectiveness.

6. Data Analysis:

  - Analyze call quality data to identify trends and insights.

  - Use data to drive quality improvement initiatives and track progress.

7. Customer Satisfaction:

  - Monitor and assess the impact of CSRs’ performance on customer satisfaction.

  - Develop strategies to improve customer experience based on call quality findings.

Please Note:

- May require occasional travel to different company locations.

- Candidates from Mumbai will only be considered

- Freshers please do not apply

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