Lead Quality Improvement Specialist

2 weeks ago

Bengaluru, Karnataka, India beBeeQuality Full time ₹ 1,04,000 - ₹ 1,30,878
Job Overview

As a Quality Assurance Specialist, you will play a vital role in ensuring the highest level of quality standards within our contact center.

  • Develop and implement quality assurance processes to guarantee customer satisfaction and adherence to company policies.
  • Collaborate with operations teams to improve call monitoring strategies and evaluate customer interactions based on predefined scoring models.
  • Provide coaching and feedback to quality analysts and customer service agents, while identifying areas for improvement and developing targeted training sessions.
  • Conduct analysis of quality data to identify patterns and improvement opportunities, working closely with cross-functional teams to drive process enhancements.
  • Supervise and mentor a team of quality analysts, setting clear goals and expectations, and fostering a culture of continuous improvement and customer-centricity.
Key Responsibilities

Our ideal candidate will possess strong analytical skills, excellent communication abilities, and a passion for delivering exceptional results. Key responsibilities include:

  • Monitoring calls, emails, and chats to ensure quality standards are met.
  • Providing actionable insights and recommendations to improve customer experiences.
  • Coaching and mentoring team members to enhance performance and productivity.
  • Analyzing data to identify trends and areas for improvement.
  • Developing and implementing effective training programs.
Requirements

To succeed in this role, you must have:

  • A minimum 3-5 years of experience in quality assurance within a contact center, with at least 1-2 years in a leadership position.
  • Strong knowledge of quality assurance methodologies and call monitoring tools.
  • Excellent coaching, mentoring, and leadership abilities.
  • Analytical mindset with the ability to interpret data and drive actionable insights.
  • Strong communication skills, both written and verbal.
  • Ability to work collaboratively with different teams.
What We Offer

Join our dynamic team and enjoy:

  • A competitive salary and benefits package.
  • Ongoing professional development and training opportunities.
  • A collaborative and supportive work environment.
  • The chance to make a real impact on customer satisfaction and experience.

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