Quality Assurance Specialist
5 days ago
Unlock a Rewarding Career with Convin
About Us:
Convin is a pioneering company that leverages AI and ML to enhance sales, collections, and customer experiences while automating quality and coaching for representatives. Founded by IIT Delhi Alumni, our platform has been successfully implemented in various sectors including Health-tech, Ed-tech, Fintech, E-commerce, and consumer services.
We are constantly growing, and we're looking for like-minded individuals to join us on this exciting journey.
About the Role:
As a Quality Assurance Specialist at Convin, you will be responsible for conducting regular assessments of Contact center operations and processes to evaluate performance. You will also perform audits and reviews of customer interactions, transactions, and documentation to identify areas for improvement.
You will collaborate with cross-functional teams, including operations, training, and client services, to address quality issues and implement corrective actions. Your role will involve providing feedback, coaching, and training to agents to improve performance and adherence to quality standards.
You will also monitor adherence to regulatory compliance requirements and industry best practices. In addition, you will participate in client meetings, presentations, and discussions to address quality-related inquiries and concerns.
Responsibilities:
- Conduct quality assurance assessments to evaluate Contact center performance.
- Perform audits and reviews of customer interactions, transactions, and documentation.
- Collaborate with cross-functional teams to address quality issues.
- Provide feedback, coaching, and training to agents.
- Monitor regulatory compliance and industry best practices.
- Participate in client meetings and discussions.
Requirements:
- A proven track record as a Quality Analyst in the Contact center industry.
- Excellent analytical skills to interpret data, identify trends, and make recommendations.
- Strong attention to detail and accuracy in performing audits and reviews.
- Effective communication skills to provide constructive feedback.
- Proficiency in using quality tools, software, and systems.
- Ability to work independently and collaboratively in a fast-paced environment.
- A strong commitment to upholding ethical standards, integrity, and confidentiality.
What We Offer:
- A professional and friendly work environment that values growth, creativity, and innovation.
- Mentorship and opportunities to develop your skills.
- A collaborative team culture where your contributions make a meaningful impact.
Salary Range: ₹8-12 Lacs per annum
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