
Quality Assurance Specialist
20 hours ago
We are seeking a skilled Quality Assurance Specialist to contribute to our team's success.
Main Responsibilities:
- Deliver high-quality results across all quality metrics.
- Audit calls, chats, and email interactions on product/process, communication, and soft skills parameters.
- Conduct audits and provide actionable feedback to enhance scores for training throughput or conversion.
- Analyze data and create comprehensive reports/decks.
- Participate in calibrations to ensure consistent scoring and feedback delivery.
- Communicate the importance of exceptional customer experiences.
- Make recommendations and drive process enhancements.
- Reduce learning curves and improve product/process knowledge for new joiners.
- Ensure adherence to internal policies, procedures, and regulations.
- Provide client interactions using process expertise and highlighting key areas for improvement.
- Prepare and execute TNA for 100% closure.
- Offer real-time support as per business requirements.
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