Business Process Quality Manager

2 weeks ago

Kolkata, West Bengal, India beBeeQuality Full time ₹ 8,00,000 - ₹ 12,50,000

Job Title: Quality Assurance Specialist

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.
  • 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.

Desired Candidate Profile:

  • 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

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