Performance Quality Manager

5 days ago

Ajmer, Rajasthan, India beBeeCollections Full time ₹ 8,00,000 - ₹ 12,00,000

Quality Assurance Expert

Job Overview

  • The primary role of a Quality Assurance Specialist is to ensure the quality of our organization's performance by assessing the skills and knowledge of our customer-facing associates.

Key Responsibilities

  • Perform quality assurance audits, including phone calls and email responses, to assess associate performance.
  • Monitor inbound and outbound calls and emails to evaluate associate demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures.
  • Conduct call monitoring and provide trend data to relevant teams.
  • Understand process/function goals and contribute to achieving them.
  • Participate in calibration sessions and initiate action plans to reduce variance.
  • Analyze internal and external quality reports for management review.
  • Ensure adherence to process quality SLAs and coordinate with clients on process-related issues.
  • Communicate effectively, negotiate, and present arguments from multiple perspectives.
  • Present information clearly and demonstrate expertise in functional knowledge.

Requirements

  • At least 1+ year of experience in collections or a related field.
  • Preferred experience in 3rd Party or 1st Party Collections.
  • Self-motivation and self-starting abilities are essential.
  • Strong attention to detail, time management, and decision-making skills are required.
  • Ability to follow up on implemented plans addressing issues and problems.
  • Demonstrate flexibility and a sense of urgency.
  • Must adapt well to change and adjust priorities as needed.
  • Ability to multitask and operate in a fast-paced team environment.

Qualification

  • Bachelor's degree in a relevant field.
  • Excellent verbal, written, and interpersonal communication skills.
  • Exceptional listening and analytical skills.

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