Quality Assurance Specialist

2 days ago


Bengaluru, Karnataka, India Convin Full time

We are seeking a Quality Assurance Specialist to join our team at Convin, a leading conversation intelligence platform. In this role, you will be responsible for evaluating the performance of contact center operations and processes through regular quality assurance assessments.

About Convin

Convin is a cutting-edge technology company founded by IIT Delhi Alumni. We leverage AI/ML to improve sales/collections and customer experience while automating quality and coaching for reps. Our clients include prominent organizations such as Treebo, SOTC, Thomas Cook, Aakash, MediBuddy, and PlanetSpark.

Key Responsibilities
  • Conduct regular quality assurance assessments to evaluate contact center performance.
  • Perform audits and reviews of customer interactions, transactions, and documentation to identify areas for improvement.
  • Collaborate with cross-functional teams to address quality issues and implement corrective actions.
  • Provide feedback, coaching, and training to agents to improve performance and adherence to quality standards.
Requirements
  • Proven experience working in a quality analyst role within the contact center industry.
  • Excellent analytical skills with the ability to interpret data, identify trends, and make recommendations for improvement.
  • Strong attention to detail and accuracy in performing audits, reviews, and assessments.
  • Effective communication skills with the ability to provide constructive feedback and interact with stakeholders at all levels.
  • Proficiency in using quality tools, software, and systems.

The salary for this position is approximately $60,000 - $80,000 per annum, depending on location and experience. If you have a strong understanding of operations in voice and non-voice processes, excellent analytical skills, and effective communication skills, we encourage you to apply.



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