Quality Assurance

2 weeks ago

Bhopal India Mushroom World Group Full time

Job Description By admin / November 29, 2025 Department: Sales Support / Customer Support Designation: QA & QC -Associate/Officer Job Overview The Quality Assurance & Quality Check Officer is responsible for evaluating customer interactions across sales support, chat support, email support, and call-based communication. The role ensures that all customer-facing teams adhere to quality standards, process guidelines, and compliance requirements. The QA Officer will monitor calls, review chat and email conversations, identify areas of improvement, and share actionable feedback to enhance overall customer experience and team performance. Key Responsibilities - Quality Monitoring & Auditing - Conduct daily, weekly, and monthly audits of inbound/outbound calls, chat conversations, and email responses. - Evaluate customer interactions based on predefined quality parameters and scorecards. - Identify non-compliance issues, communication gaps, and process deviations. - Maintain accurate QA reports and dashboards. - Feedback & Coaching - Share constructive feedback with team members and team leads. - Conduct one-on-one coaching sessions to address performance gaps. - Suggest process improvements based on audit findings. - Process Improvement & Insights - Collaborate with Operations, Training, and Sales teams to improve SOPs. - Highlight recurring customer issues, product concerns, or user experience challenges. - Recommend workflow or script enhancements to optimize customer service quality. - Reporting & Documentation - Prepare weekly/monthly QA summaries and MIS reports. - Maintain detailed audit logs, compliance checklists, and process documentation. - Ensure adherence to regulatory and organizational quality standards. - Compliance & Standards - Ensure customer interactions comply with company policies, quality guidelines, and data protection norms. - Support internal and external quality audits as required. Key Skills & Competencies Required - Strong analytical and observation skills. - Excellent verbal and written communication skills. - Ability to evaluate tone, clarity, accuracy, and empathy in interactions. - Knowledge of quality monitoring tools (QM tools, CRM dashboards, etc.). - Good understanding of sales processes and customer service workflows. - Ability to work under pressure and handle multiple audits daily. - Proficiency in MS Excel, reporting, and documentation. Education Preferred Qualifications - Bachelor's Degree in any field (BBA, B.Com, BA, BSc, etc.). - Preferred: MBA or PG Diploma in Sales, Operations, Quality, or Customer Service (optional). Certifications (added Advantage) - Quality Assurance certifications (e.g., Six Sigma Yellow Belt). - Customer Service or Communication certification. - Training & Development certifications. Experience - 13 years experience as a Quality Analyst / QC Officer in BPO, customer support, sales support, or similar role. - Experience in call auditing, email review, and chat quality monitoring is highly preferred. Job Category: Quality Job Type: Full Time Full Time-Onsite Job Location: Lalghati Bhopal Apply for this position Full Name * Email * Phone * Cover Letter * Upload CV/Resume *Allowed Type(s): .pdf, .doc, .docx By using this form you agree with the storage and handling of your data by this website. *

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