Quality Assurance Manager

3 days ago


anand, India beBeeQuality Full time

Job Title: Quality Assurance ManagerThe ideal candidate will be responsible for monitoring and enhancing the quality of customer interactions, ensuring accuracy and compliance across all customer service processes.Key Responsibilities:Auditing technician calls to guarantee quality standards are metValidating membership sales to ensure accuracy and adherence to policiesProviding voice training using tools such as Rilla to improve communication skillsMaintaining and sharing audit dashboards and performance reports with the leadership teamRecommending action-based improvements based on audit findingsAuditing technician calls using the Rilla Voice Intelligence PlatformRequired Skills and Qualifications:Graduate & above degree in a related field5+ years of experience as a Quality Analyst/Auditor in a customer service environmentHands-on experience using Rilla, JustCall, Dialpad, or similar call audit toolsKnowledge of performance metrics such as CSAT, FCR, AHT, and QA compliance scoreExposure to CRM systems used in service industriesProficient in Excel/Google Sheets and dashboard preparation for performance reportingStrong analytical skills and attention to detailAbility to work independently with minimal supervisionBenefits of this role include:Opportunity to work with a leading organizationProfessional development and growth opportunitiesCollaborative and dynamic work environmentOthers:Daily progress updatesRegular feedback and coachingMonthly review meetings



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