Senior Quality Assurance Professional

2 weeks ago

pune, India beBeeQuality Full time

At our organization, we have a role for an experienced Quality Assurance Specialist. The key responsibility of this role is to ensure the accuracy and compliance across all customer and technician interactions. As a detail-oriented individual, you will be responsible for auditing technician calls, validating membership sales, and ensuring adherence to process standards.This position requires strong analytical abilities, command over process compliance, and the ability to prepare and share comprehensive audit dashboards with management teams. Key responsibilities include:Auditing Technician Calls: Validate the accuracy of appointments booked by the back-office team and conduct call audits of the back-office agents.Audit Dashboard Preparation: Maintain and share audit dashboards and performance reports with operations leadership teams.Conduct Voice and Speech Training: Train new joiners on accent clarity, pacing, tone, and script delivery for the US Outbound Voice Process.The ideal candidate should possess a graduate qualification or above, with 5+ years of experience as a Quality Analyst/Auditor in a call center, preferably in HVAC or service-based domains. Hands-on experience using Rilla, JustCall, Dialpad, or similar call audit tools is also required. Additionally, knowledge of performance metrics such as CSAT, FCR, AHT, and QA compliance score, as well as exposure to CRM systems used in service industries, is desirable.We are looking for a professional who can work independently with minimal supervision, has excellent communication skills – written and verbal, and is proficient in Excel/Google Sheets and dashboard preparation for performance reporting. If you are a detail-oriented and analytical individual with a passion for quality assurance, please apply for this challenging role.

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