Quality Assurance Specialist

2 weeks ago

Bengaluru, Karnataka, India beBeeAuditing Full time ₹ 15,00,000 - ₹ 20,00,000
Job Summary:

We are seeking an experienced Senior Quality Assurance Professional to fill this position. The successful candidate will possess strong expertise in call quality monitoring, MIS reporting, and process improvement to ensure customer interactions meet the highest standards.

Key Responsibilities:

  • Monitor calls, evaluate agent performance, and provide constructive feedback.
  • Ensure compliance with process guidelines, quality parameters, and regulatory requirements.
  • Conduct calibration sessions with team leaders and trainers.
  • Prepare MIS / Quality reports, highlight trends, and share insights with management.
  • Identify gaps, recommend process improvements, and track action plans.
  • Support training needs based on quality observations.
  • Maintain quality documentation and drive continuous improvement initiatives.

Requirements:

  • Graduate in any discipline.
  • 5–8 years of experience in Quality function (Insurance / BFSI preferred).
  • Strong knowledge of call auditing, quality frameworks, and compliance standards.
  • Excellent communication & analytical skills.
  • Proficient in MS Excel / MIS reporting.
  • Flexible to work in rotational / night shifts.

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