Compliance Quality Specialist

1 week ago

bareilly, India beBeeQuality Full time

We are seeking a detail-oriented and experienced Quality Specialist to join our team in a dynamic role. The ideal candidate will be responsible for auditing technician calls, validating membership sales, voice training using tools such as Rilla, ensuring accuracy and compliance across all customer and technician interactions.Validating the accuracy of appointments booked by the back-office teamPerforming call audits of the back-office agentsConducting voice and speech training for new joiners specifically for the US Outbound Voice Process, including accent clarity, pacing, tone, and script deliveryMonitoring progress during nesting/pilot phase and providing feedback for improvementAuditing membership sales complianceMaintaining and sharing audit dashboards and performance reports with the operations leadership teamRecommending action-based improvements based on audit findingsKey Responsibilities:The Quality Specialist will be responsible for ensuring that all customer and technician interactions meet the required standards of quality and accuracy. This includes:Appointment Validation: Validating the accuracy of appointments booked by the back-office team to ensure that customers receive the correct services and support.Call Audits: Performing regular call audits of back-office agents to assess their performance and provide feedback for improvement.Voice Training: Conducting voice and speech training for new joiners, focusing on accent clarity, pacing, tone, and script delivery to ensure consistent customer experience.Progress Monitoring: Monitoring progress during nesting/pilot phase and providing feedback for improvement to ensure that all stakeholders are aligned and working towards the same goals.Sales Compliance: Auditing membership sales compliance to ensure that all sales transactions are accurate and compliant with company policies.Reporting and Analytics: Maintaining and sharing audit dashboards and performance reports with the operations leadership team to inform business decisions and drive improvement.Improvement Recommendations: Recommending action-based improvements based on audit findings to ensure that the team is always learning and improving.Requirements:To be successful in this role, you will need:Attention to Detail: Strong attention to detail and ability to identify errors and discrepancies in data and processes.Communication Skills: Excellent communication skills, both written and verbal, to effectively communicate with stakeholders and provide clear instructions and feedback.Technical Skills: Proficiency in tools such as Rilla and other relevant software applications to perform tasks efficiently and effectively.Analytical Skills: Strong analytical skills to analyze data and identify trends and areas for improvement.

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