Quality Assurance Specialist

6 days ago

Thāne, Maharashtra, India beBeeQuality Full time ₹ 8,00,000 - ₹ 12,00,000

Job Title: Quality Assurance Specialist

We are seeking a skilled Quality Assurance Specialist to perform audits and assessments of performance, ensuring adherence to company policies and procedures.

  • Conduct thorough quality assurance audits or phone calls to evaluate the quality of performance.
  • Monitor inbound and outbound calls and emails to guarantee associates' demeanor, technical accuracy, customer service performance, and conformity to company standards.

Benefits:

  • Able to analyze data and provide actionable feedback as per SLA or internally defined guidelines.
  • Responsible for call monitoring, providing trend data to relevant teams, and understanding process/function goals to drive team success.
  • Deliver Calibration Sessions and initiate Action Plans for reducing variance in performance.
  • Analyze and prepare internal and external quality reports for management review.
  • Possess multitasking and time management skills to prioritize tasks effectively.
  • Maintain Adherence to Process Quality SLAs.
  • Collaborate with clients on process-related issues & updates.

Requirements:

  • More than 1+ year of experience in collections process is required.
  • Preferred 3rd Party or 1st Party Collections experience.
  • Must be a self-motivator and self-starter with excellent decision-making skills.
  • Vigilant in following up to ensure that developed plans addressing issues and problems have been implemented.
  • Demonstrate flexibility and a sense of urgency in a fast-paced environment.
  • Adapt well to change and successfully set and adjust priorities as needed.
  • Ability to multitask and operate in a dynamic team environment.

Qualifications:

  • Bachelor's degree required.
  • Excellent verbal, written, and interpersonal communication skills.
  • Exceptional listening and analytical skills to drive business outcomes.

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