Senior Quality Control Professional

1 day ago

Surat, Gujarat, India beBeeQuality Full time ₹ 40,00,000 - ₹ 80,00,000

Job Title: Quality Assurance Specialist

Description

  • The primary function of a Quality Assurance Specialist is to conduct audits or assessments to evaluate the performance of associates in customer-facing roles.
  • Responsibilities include monitoring inbound and outbound call responses to evaluate demeanor, technical accuracy, customer service performance, and adherence to established procedures and policies.

We're looking for an individual with the following skills and qualifications:

  • Able to complete Call Monitoring and Feedbacks as per SLA or defined processes.
  • Provide trend data to management staff review and understand process/function goals to help achieve them.
  • Conduct Calibration Sessions and initiate Action Plans for reducing Variance.
  • Analyze internal and external quality reports for management staff review.
  • Multitasking and time management skills are essential.
  • Ensure Adherence to Process Quality SLAs.
  • Coordinate with clients on process-related issues & updates.
  • Takes others' perspectives into account when communicating, negotiating, or presenting arguments.
  • Listens & clearly presents information.
  • Demonstrate expertise in functional knowledge and apply it in aligned projects.

Requirements

  • More than 1+ year of experience in collections process is required.
  • Preferred 3rd Party or 1st Party Collections experience.
  • A self-motivator and self-starter with attention to detail, time management, and decision-making skills.
  • Vigilant in following up to ensure developed plans addressing issues and problems have been implemented.
  • Demonstrate flexibility and a sense of urgency.
  • Adapt well to change and successfully set and adjust priorities as needed.
  • Ability to multitask and operate in a fast-paced, team environment.
  • Creative ability & writing proficiency.

Qualification

  • Bachelor's degree required.
  • Excellent verbal, written, and interpersonal communication skills.
  • Exceptional listening and analytical skills.

Benefits

  • This role offers a chance to develop skills in quality assurance, improve customer satisfaction, and work in a dynamic team environment.

What We Offer

  • A competitive compensation package.
  • Opportunities for growth and professional development.
  • A collaborative and supportive work environment.

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