Quality Assurance Specialist and Talent Developer

3 weeks ago

Bengaluru, Karnataka, India Apna Full time

About Apna:

Apna is seeking a dedicated and detail-oriented Quality Auditor and Trainer to join our team.

Key Responsibilities:

  • Auditing:
    • Conduct comprehensive audits focusing on People, Processes, and Product.
    • Document observations, non-conformities, and areas for improvement.
    • Provide data-driven insights and recommendations to improve quality metrics.
    • Ensure compliance with internal quality standards.
  • Training:
    • Develop and deliver training programs for team members on quality standards and customer service best practices.
    • Facilitate soft skills training to enhance team performance in customer support roles.
    • Evaluate the effectiveness of training sessions and make necessary adjustments.
  • Quality Assurance:
    • Oversee the implementation and adherence to quality assurance processes in both voice and non-voice channels.
    • Work closely with team leads to ensure quality standards are met and exceeded.
    • Utilize data and analytics to track performance trends and drive continuous improvement.
  • Reporting & Documentation:
    • Prepare detailed audit reports and present findings to management and relevant stakeholders.
    • Maintain accurate records of training sessions, audit results, and improvement actions.
  • Tools & Software:
    • Utilize Microsoft Office Suite and Google Suite for documentation, reporting, and presentations.
    • Leverage tools to create and maintain quality dashboards and training materials.

Qualifications:

  • Education: Bachelor's degree or equivalent experience in a related field.
  • Certification: Green Belt certification is mandatory.
  • Experience: 1-2 years of experience in training and auditing within a customer support environment.
  • Industry Knowledge: Solid understanding of the service industry, including voice and non-voice processes.

About the Role:

We are looking for a skilled Quality Auditor and Trainer to join our team at Apna. The ideal candidate will have a strong background in the service industry, excellent analytical and communication skills, and experience in conducting audits and providing actionable insights.

Key Attributes:

  • Ability to work independently and as part of a team.
  • Strong organizational and time management skills.
  • Proactive and solution-oriented mindset.
  • Adaptability and willingness to learn and grow within the role.

Requirements:

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