Us Contact Centre Voice Process QA Auditor

2 weeks ago


Bengaluru, Karnataka, India TIGI HR SOLUTION Full time
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US Contact Centre Voice Process QA Auditor (Insurance Vertical):

  • 26 April Year
  • Bangalore
  • 70,000 (p/m)
  • 10:00 AM to 07:00 PM
    KEYWORDS:
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Quality Assurance/ QA

chat

calls

JOB DESCRIPTION:

Responsibilities:

  • Evaluate the performance of Contact Centre agents by analysing their interactions with customers, assessing adherence to scripts, policies, and procedures, and providing constructive feedback for improvement.
  • Monitor and analyse customer interactions to identify trends, patterns, and areas of improvement, and provide recommendations to enhance customer experience and satisfaction.
  • Collaborate with Engineering team to have the results calibrated with the solution output
  • Participate in regular team meetings, provide insights and recommendations, and contribute to the continuous improvement of the Auto audit platform quality

Qualifications:

  • Bachelor's degree or equivalent experience in a relevant field.
  • 5 to 8 years of relevant experience in Quality Assurance within the Contact Centre industry, preferably in a Fortune 100 company.
  • Strong domain expertise in industries such as Insurance, Healthcare, or Utilization Management, with a solid understanding of relevant regulations and guidelines. Excellent analytical skills to analyse customer interactions, keywords, identify trends, patterns, and areas of improvement, and provide datadriven recommendations.
  • Ability to work independently and collaboratively in a fastpaced environment, and manage multiple tasks and priorities effectively.
  • Professional certifications related to Quality Assurance, Contact Centre, or relevant domain (e.g. Six Sigma, COPC, HIPAA) are a plus.
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