Senior Quality Expert

2 days ago

Lucknow, Uttar Pradesh, India beBeeQuality Full time ₹ 5,00,000 - ₹ 7,50,000

Job Title: Quality Assurance Specialist

About the Position:

  • The primary responsibility of the Quality Assurance Specialist is to ensure that all organizational interactions are delivered at the highest level of quality, meeting or exceeding customer expectations.
  • This role involves monitoring and assessing the quality of these interactions, focusing on aspects like demeanor, technical accuracy, customer service performance, and adherence to established standards and procedures.

Key Responsibilities:

  • Conduct call monitoring and provide constructive feedback as per Service Level Agreements (SLAs) or internal guidelines.
  • Analyze trend data and present findings to relevant teams to facilitate improvement.
  • Lead calibration sessions and develop action plans to reduce variance in performance.
  • Prepare and analyze quality reports for management review.
  • E nsure compliance with process quality SLAs and collaborate with clients on process-related issues and updates.
  • Maintain effective communication, negotiation, and presentation skills.
  • Demonstrate expertise in functional knowledge and apply it to aligned projects.

Requirements:

  • A minimum of 1+ year of experience in collections processes is required.
  • Preferably, the candidate should have experience in 3rd Party or 1st Party Collections.
  • Self-motivation and self-starter qualities are essential.
  • Strong attention to detail, time management, and decision-making skills are necessary.
  • Vigilance in following up on developed plans addressing issues and problems is crucial.
  • Flexibility and a sense of urgency are required.
  • Adaptability to change and ability to set and adjust priorities as needed.
  • Candidates must be able to multitask and operate effectively in a fast-paced team environment.
  • Excellent creative and writing skills are desired.

Qualifications:

  • Bachelor's degree is mandatory.
  • Excellent verbal, written, and interpersonal communication skills are required.
  • Exceptional listening and analytical skills are necessary.

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