Senior Quality Assurance Specialist

11 hours ago

Delhi Delhi NCR, India beBeeQuality Full time

Job Title: Quality Assurance Manager

We are seeking a highly skilled Quality Assurance Manager to oversee the quality assurance processes within our team, ensuring that service levels are met and exceeded.

This role requires a strong focus on continuous improvement and the ability to effectively manage a team.

Responsibilities:
  • Monitor and evaluate call quality and customer interactions to ensure compliance with company standards.
  • Develop and implement quality assurance processes and methodologies to improve customer service.
  • Provide feedback and coaching to team members to enhance performance and quality.
  • Conduct regular quality audits and prepare reports to identify trends and areas for improvement.
  • Collaborate with management to develop training programs based on quality assessment results.
  • Assist in the recruitment and onboarding of new quality assurance staff.
Requirements:
  • Bachelor's degree in Business Administration, Management, or a related field.
  • 6-10 years of experience in quality assurance within a BPO environment.
  • Strong analytical skills with the ability to interpret data and reports.
  • Excellent communication and interpersonal skills for effective feedback and coaching.
  • Proficient in quality management tools and software.
  • Knowledge of ISO standards and quality assurance methodologies.

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