Quality Assurance Specialist
11 hours ago
The primary objective of this role is to ensure that our operations adhere to the highest standards of quality.
- We are seeking a skilled Quality Assurance Specialist who can deliver high performance on all quality parameters and effectively audit calls, chats, and email interactions to evaluate product/process, communication, and soft skills.
- A key responsibility of this role includes conducting audits and providing targeted feedback to improve scores and training throughput or conversion.
- The successful candidate will also be responsible for analyzing data and creating designated reports/decks, as well as participating in calibrations to ensure consistent scoring and feedback delivery approaches.
- This position requires effective communication to heighten awareness and focus on positive customer experiences, making recommendations and driving process improvements, reducing learning curves and enhancing product/process knowledge for new joiners.
- The ideal candidate will ensure adherence to internal policies, procedures, and compliance regulations, engage in customer/client interactions using process knowledge and highlight key areas for improvement, and prepare and execute TNA for 100% closure.
- This role also involves providing real-time support in production/live environments as needed.
Benefits of this Role:
- Deliver exceptional quality results
- Contribute to a collaborative team environment
- Pursue professional growth and development opportunities
- Maintain accurate records and reports
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