Process Improvement Expert

2 days ago

salem, India beBeeQualitySpecialist Full time

Job Summary:We are seeking a highly skilled Quality Specialist to join our team. The successful candidate will be responsible for conducting quality audits, providing training to new employees, and maintaining audit dashboards.Key Responsibilities:Audit technician calls and validate membership sales using Rilla Voice Intelligence Platform.Conduct voice and speech training for new joiners in the US Outbound Voice Process.Maintain and share audit dashboards with operations leadership team.Recommending action-based improvements based on audit findings.Requirements:5+ years of experience as Quality Analyst/Auditor in a call center.Hands-on experience using Rilla, JustCall, Dialpad, or similar call audit tools.Knowledge of performance metrics such as CSAT, FCR, AHT, and QA compliance score.Proficient in Excel/Google Sheets and dashboard preparation for performance reporting.The Ideal Candidate:The ideal candidate will have strong analytical abilities, attention to detail, excellent communication skills, and flexibility to work extended hours. They should be able to provide clear recommendations for process improvements and effectively communicate results to stakeholders.

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