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Quality Assurance Specialist
2 weeks ago
We are seeking a Quality Assurance Specialist to fill this role. The ideal candidate will be responsible for ensuring high performance delivery on all quality parameters.
Responsibilities:
- Audit calls, chats/email interactions on Product/process, Communication and soft skills parameters.
- Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion.
- Data analysis and making designated reports/decks.
- Participate in calibrations to ensure consistent scoring & feedback delivery approach.
- Communicate to heighten awareness and focus on importance of positive customer experience.
- Make recommendations and drive process improvement.
- Reduce learning curve and help enhance product/process knowledge of new joiners.
- Ensure that internal policies, procedures, and compliance regulations are being followed.
- Customer/Client Interactions by using process knowledge and highlighting key areas to work on.
- Prepare TNA, publish and execute for 100% closure.
- Real Time Support (Production/Live Support) on the floor as per the business requirement.
Key Skills:
- Prior exp in handling Quality for Outbound Sales account.
- Must understand Audit & Coaching process.
- Excellent writing and comprehension skills.
- Extremely good verbal & written communications skills.
- Technical knowledge of English communication - sentence construction, grammar, punctuation etc.
- Effective Presentation, Feedback & Coaching skills.
- Hands-on experience on MS Office; preferably on MS Excel and Power Point.
- Customer orientation and Customer Service Attitude.
- Effective problem-solving skills and Highly energetic & enthusiastic.
- Interpersonal skills and Teamwork.
- Ability to handle/analyze data to generate Quantitative and Qualitative analysis.
