Quality Assurance Specialist

3 weeks ago


Mumbai, India Get Structured Consulting Services Pvt Ltd Full time

Mission

We are seeking a diligent Quality Assurance Specialist to oversee the procedures and

standards for our sales/support unit. The successful candidate will monitor calls,

emails, and other types of customer interactions to ensure that high standards of

quality are being met and compliance with policies is maintained.


Responsibilities

- Evaluate customer interactions and provide constructive feedback to enhance

customer service and sales techniques.

- Monitor and assess calls to ensure adherence to compliance, procedures, and

quality standards.

- Identify trends and provide regular feedback to management to drive continuous

improvement of call centre operations.

- Develop quality assurance policies and SOPs.

- Conduct audits, recommending and implementing corrective action where

necessary.

- Collaborate with team leaders and managers to enforce process standards and

resolve any issues that might arise.

- Participate in the design of call monitoring formats and quality standards.

- Utilize quality monitoring systems to compile reports on team and individual

performance.

- Develop, recommend, and deliver training in quality standards and procedures.


Requirements

- 3+ experience as a Quality Assurance Specialist or similar role in a call centre.

- Knowledge of quality assurance processes and procedures.

- Strong analytical and problem-solving skills.

- Excellent verbal and written communication skills.

- Detail-oriented with a commitment to excellence.

- Proficient in Microsoft Office Suite and/or relevant software.

- High school diploma required; Bachelor's degree preferred.



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