Quality Assurance Expert

1 day ago

Kurnool, Andhra Pradesh, India beBeeQuality Full time ₹ 4,50,000 - ₹ 10,50,000

Quality Assurance Expert - Spanish

Leading BPO company in India is hiring a Quality Assurance Expert. This key role ensures the highest quality of service delivery to customers.

  • Maintain advanced knowledge of products and services, complete required training, and certifications.
  • Monitor customer issue trends, volume spikes, and case inventory for timely resolution.
  • Lead daily team meetings and communicate operational updates effectively.
  • Conduct effective coaching and feedback sessions with follow-up actions.
  • Ensure timely completion of compliance training and phishing exercises for self and team.
  • Analyze B2B Service Cloud and DOMO reports; share performance metrics weekly.
  • Serve as an escalation point for customer cases, manage resolution, and documentation.
  • Oversee staff scheduling and maintain low attrition rates.
  • Validate access and ensure security protocols are followed.
  • Display professionalism at all times.
  • Respond promptly to production issues and operational challenges.
  • Promote positive behaviors and recognize team achievements.
  • Provide reporting and analysis results to quality directors for evaluations.
  • Learn program and service topics for proper support, including refresher and new product trainings.
  • Participate in feedback sessions in Verient application.
  • Expand on product and service knowledge.
  • Complete mandatory training courses in a timely manner.
  • Protect Mastercard customer and internal proprietary information.
  • React to demanding situations or short timeline deliverables.
  • Amply positive behaviors.
  • Collaborate with multiple internal teams for customer requests.
Requirements:
  • Proficiency in Microsoft Office applications
  • Strong attention to detail and organizational skills
  • Professional demeanor and respect for colleagues and customers
  • Ability to collaborate with internal teams and directors
  • Capable of multitasking and leading in a dynamic environment
  • Demonstrates success in high-pressure settings
  • Strategic thinking and problem-solving skills for process improvements
  • Effective communication and feedback delivery
  • Commitment to a safe, inclusive, and diverse workplace
  • Educational Qualification: Graduate

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