Voice Interaction Quality Expert

2 weeks ago

Pune, Maharashtra, India beBeeQuality Full time ₹ 2,00,000 - ₹ 6,00,000
Quality Assurance Specialist

We are seeking a Quality Assurance Specialist to join our team. As a key member of our customer service team, you will be responsible for ensuring the quality of our interactions with customers.

In this role, you will:

  • Evaluate voice interactions between customer service representatives and customers to ensure adherence to quality standards and company guidelines.
  • Analyze voice transcripts for accuracy, completeness, and compliance with established protocols and procedures.
  • Identify and assess customer service representatives' performance gaps and areas for improvement based on quality metrics and performance standards.
  • Provide constructive feedback to customer service representatives on their voice interactions, highlighting areas of strength and areas needing improvement.
  • Collaborate with the training team to develop and deliver training programs to address knowledge and skill gaps identified during quality evaluations.
  • Maintain accurate records of quality evaluations, performance metrics, and feedback provided to customer service representatives.
  • Generate comprehensive reports on quality performance, trends, and improvement opportunities for management review.
Requirements

To be successful in this role, you will need:

  • A bachelor's degree in any discipline or equivalent work experience in a customer service or BPO environment.
  • Proven experience as a Quality Analyst in a BPO setting, preferably with experience in invoice process evaluation.
  • Excellent verbal and written communication skills with a keen eye for detail.
  • Strong analytical and problem-solving abilities to assess voice interactions and identify areas for improvement.
  • Familiarity with quality monitoring tools and voice platforms.
  • Ability to work independently and as part of a team, managing multiple priorities and deadlines effectively.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience generating reports.
  • Knowledge of customer service principles and practices.
  • Strong coaching and mentoring skills to provide feedback and guidance to customer service representatives.
  • Flexibility to adapt to changing business needs and work in shifts, if required.

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