Quality Assurance and Process Improvement Specialist
2 weeks ago
We are seeking a highly skilled Quality Auditor and Trainer to join our team at Apna. As a Quality Assurance and Process Improvement Specialist, you will be responsible for ensuring the highest standards of quality in our customer support operations.
About the RoleThis is an exciting opportunity for a detail-oriented and analytical individual with a strong background in the service industry. The ideal candidate will have experience in both voice and non-voice processes, as well as a Green Belt certification.
Key Responsibilities- Audit and Quality Assurance
- Conduct comprehensive audits focusing on People, Processes, and Product.
- Identify and document observations, non-conformities, and areas for improvement.
- Analyze audit findings to provide data-driven insights and recommendations.
- Ensure compliance with internal quality metrics and standards.
- Develop and deliver training programs for team members on quality standards, processes, and customer service best practices.
- Facilitate soft skills training to enhance team performance in customer support roles.
- Monitor and evaluate the effectiveness of training sessions and make necessary adjustments.
- Oversee the implementation and adherence to quality assurance processes in both voice and non-voice channels.
- Work closely with team leads to ensure that quality standards are met and exceeded.
- Utilize data and analytics to track performance trends and drive continuous improvement.
- Bachelor's degree or equivalent experience in a related field.
- Green Belt certification is mandatory.
- 1-2 years of experience in training and auditing within a customer support environment.
- Solid understanding of the service industry, including voice and non-voice processes.
The salary for this role is estimated to be around ₹3.5-4.5 lakhs per annum, depending on experience. In addition to a competitive salary, we offer a range of benefits, including opportunities for growth and development.
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