Quality Assurance Specialist

1 month ago

Noida, India Viva Holidays Full time

Overview:

 

The Quality Expert/Assurance will be responsible for monitoring, evaluating, and improving the quality of customer service and sales calls. The role involves ensuring that both customer service and sales representatives adhere to company standards, policies, and best practices, thereby enhancing customer experience and driving business success. The Quality Expert will provide actionable feedback, coaching, and continuous improvement strategies to the team.


Key Responsibilities:

 

  • Call Monitoring & Evaluation:
  • Review and assess inbound customer service and sales calls against established performance metrics.
  • Identify areas of improvement in call handling, tone, empathy, accuracy, and compliance with company policies.
  • Evaluate agent adherence to scripts, product knowledge, and communication standards.
  • Performance Reporting:
  • Provide regular reports on quality performance, highlighting trends and actionable insights.
  • Collaborate with management to develop and track quality improvement KPIs for individual agents and teams.
  • Feedback & Coaching:
  • Provide constructive feedback and coaching to agents on performance and areas of improvement.
  • Conduct one-on-one coaching sessions to ensure continuous development and skill enhancement.
  • Process Improvement:
  • Identify opportunities for process optimization, training gaps, or technology improvements based on call evaluations.
  • Collaborate with training and development teams to enhance training programs and materials.
  • Compliance & Standards:
  • Ensure that all customer interactions meet compliance standards and company guidelines.
  • Stay updated on changes in policies, product offerings, and industry standards to ensure call quality is consistently high.
  • Sales Performance Review:
  • Monitor sales calls to ensure adherence to sales protocols, ensuring sales strategies align with customer needs and expectations.
  • Identify potential sales training opportunities and provide feedback to sales teams. 

 

Skills & Qualifications:

 

  • Experience:
  • Minimum 3 years of experience in Quality Assurance, call center, or customer service/sales operations, with experience in both customer service and sales call monitoring.
  • Proven experience in evaluating and improving the quality of inbound calls.
  • Skills:
  • Strong analytical skills to identify patterns and trends in call quality and performance.
  • Excellent verbal and written communication skills for feedback, reporting, and training.
  • Ability to provide constructive feedback in a clear and motivating manner.
  • Strong problem-solving skills and attention to detail.

 

  • Knowledge:
  • Familiarity with call center technology (e.g., CRM systems, call recording tools).
  • Knowledge of customer service and sales techniques, standards, and metrics.
  • Understanding of compliance requirements, policies, and procedures in customer service and sales.

 

  • Certifications (optional but preferred):
  • Certifications in Quality Management (e.g., Six Sigma, ISO 9001) or relevant industry certifications.

 

  • Quality Assurance Specialist

    6 days ago

    Noida, Uttar Pradesh, India RechargeZap Full time

    Job Title: Quality Assurance SpecialistA high-paying quality assurance specialist position is available at RechargeZap in Sector 122, Noida. The job offers a competitive salary of $80,000 per year.About Us:RechargeZap is a fintech company dedicated to creating a rewards-oriented super app. Our platform provides services such as recharge, utility bill...

  • Software Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India DigiLantern Full time

    Quality Assurance Specialist Job Description at DigiLanternA skilled Software Quality Assurance Specialist is needed to test web and mobile applications. The ideal candidate will have 4-5 years of experience in manual testing and expertise in creating detailed test plans and scripts.

  • Senior Quality Assurance Specialist

    2 weeks ago

    Noida, Uttar Pradesh, India Nucleus Software Full time

    Company OverviewNucleus Software is a leading provider of banking and financial software solutions. We are seeking an experienced Quality Assurance Specialist to join our team.

  • Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India Appinventiv Full time

    About the RoleWe're seeking an exceptional Quality Assurance Specialist to ensure our software applications meet the highest standards of quality and excellence.The ideal candidate will have a strong understanding of the software development lifecycle (SDLC) and testing lifecycle (STLC), with experience in testing tools like Selenium, TestNG, or Postman for...

  • Quality Assurance Executive

    7 months ago

    Noida, Uttar Pradesh, India FourBrick Technology OPC Pvt. Ltd. Full time

    We are looking for a detail-oriented quality assurance specialist to be in charge of all quality assurance activities. The quality assurance specialist's responsibilities include developing and implementing quality assurance policies, conducting tests and inspections, identifying production, process, or product issues, and presenting solutions. To be...

  • Quality Assurance Specialist

    2 days ago

    Noida, Uttar Pradesh, India PW (PhysicsWallah) Full time

    The role of a Quality Assurance Specialist at PW (PhysicsWallah) presents an exciting opportunity for fresh graduates to learn and grow in a dynamic environment.This position is ideal for individuals who are eager to develop their skills and make a meaningful contribution to the organization's quality standards.In this role, you will work closely with the...

  • Senior Quality Assurance Specialist

    2 weeks ago

    Noida, Uttar Pradesh, India RechargeZap Full time

    At RechargeZap, we are seeking a seasoned Senior Quality Assurance Specialist to join our team in Noida. This role is perfect for individuals with a passion for quality and a strong background in testing.About the RoleThe ideal candidate will be responsible for ensuring that our products meet the highest standards of quality and performance. You will work...

  • Senior Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India Career Creed HR Services Full time

    Job Title: Senior Quality Assurance SpecialistWe are seeking a highly skilled Senior Quality Assurance Specialist to join our team in India. As a key member of our quality assurance team, you will be responsible for ensuring the highest quality standards of our applications. Your expertise in automation testing and strong analytical skills will enable you to...

  • Senior Quality Assurance Specialist

    2 days ago

    Noida, Uttar Pradesh, India RechargeZap Full time

    We are seeking a highly skilled Senior Quality Assurance Specialist to join our team at RechargeZap. As a pioneering platform in the fintech space, we pride ourselves on creating a rewards-oriented super app that offers a wide range of services.About Us:RechargeZap is dedicated to delivering high-quality products and services that meet the evolving needs of...

  • Lead Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India NavigaGlobal Full time

    Lead Quality Assurance SpecialistWe're seeking an experienced Lead Quality Assurance Specialist to join our team at NavigaGlobal. The estimated salary for this role is $130,000 - $160,000 per year, depending on location and experience.Job Description:The successful candidate will lead our quality assurance efforts, ensuring the reliability of our software...

  • Quality Assurance Specialist

    2 days ago

    Noida, Uttar Pradesh, India PW (PhysicsWallah) Full time

    Company Overview:PW (PhysicsWallah) is a dynamic organization dedicated to excellence in quality standards. We strive to foster an environment of growth, innovation, and teamwork.Job Description:We are seeking a highly motivated Quality Assurance Specialist to join our Operations Saarthi team. This role involves working closely with the team to ensure...

  • Quality Assurance Specialist

    3 weeks ago

    Noida, Uttar Pradesh, India Appinventiv Full time

    We're seeking a detail-oriented and analytical Quality Assurance Specialist to ensure our products meet the highest standards of quality, usability, and functionality.Key Responsibilities:Develop detailed test plans, execute tests, and maintain testing scripts.Conduct functional, regression, performance, and usability testing to guarantee product...

  • Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India Cred Flow Full time

    About CredFlow:CredFlow is a fast-growing fintech startup that provides financial tools for businesses. We're committed to delivering high-quality products and services to our customers.Job Summary:We're seeking a Quality Assurance Specialist to join our team at CredFlow. As a key member of our quality assurance team, you will be responsible for ensuring the...

  • Technical Quality Assurance Specialist

    2 weeks ago

    Noida, Uttar Pradesh, India Transcend Infosystems Pvt Ltd Full time

    We are seeking a skilled Technical Quality Assurance Specialist to join our product team at Transcend Infosystems Pvt Ltd.As a Technical Quality Assurance Specialist, you will be responsible for overseeing quality assurance activities associated with software analysis. This includes developing test plans, performing exploratory testing, and executing...

  • Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India Appinventiv Full time

    We are seeking a highly skilled Quality Assurance Specialist to ensure the delivery of high-quality products. The estimated salary for this role is $80,000 - $110,000 per year, depending on experience and location.About Appinventiv:We are a leading mobile app development company with a strong focus on quality and innovation.Job Description:Key...

  • Quality Assurance

    7 months ago

    Noida, India Konexions Back Office Services Pvt Ltd Full time

    Join our company Konexions. We're seeking ambitious and energetic individuals who are Graduated to join us as Quality Assurance (QA). *Responsibilities:* - Provide constructive feedback to agents, highlighting areas of improvement and recognizing excellent performance. - Collaborate with training teams to address specific skill gaps and contribute to...

  • Software Quality Assurance Specialist

    2 days ago

    Noida, Uttar Pradesh, India iGreenTree Full time

    About iGreenTreeWe empower energy and utility providers with cutting-edge IT solutions, delivering tailored services for sustainable growth.Job OverviewA Software Quality Assurance Specialist is required to join our dedicated QA team. As part of our high-quality culture, you will collaborate with product engineers, business analysts, and delivery teams to...

  • Software Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India Career Creed HR Services Full time

    At Career Creed HR Services, we are seeking a highly skilled Software Quality Assurance Specialist to join our team. This role involves testing and verifying software applications to ensure they meet the required standards.The ideal candidate will have 3-8 years of experience in software testing and a strong understanding of US Healthcare industry...

  • Senior Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India CresTech Software Full time

    Job OverviewCresTech Software is seeking a skilled Senior Quality Assurance Specialist to join our team in Noida/Gurugram. This role involves ensuring the highest quality of software products by planning, executing, and delivering effective testing strategies.Estimated Salary: ₹800,000 - ₹1,200,000 per annum.ResponsibilitiesDesign and execute...

  • Senior Quality Assurance Specialist

    1 month ago

    Noida, Uttar Pradesh, India ImpactQA Full time

    At ImpactQA, we're seeking an experienced Senior Quality Assurance Specialist to join our highly skilled team. As a Senior Quality Assurance Specialist, you will play a vital role in ensuring the quality of our software testing services and support.About UsImpactQA is a global software testing and quality assurance consulting company that provides services...