Quality Assurance Specialist

2 weeks ago

Chennai, Tamil Nadu, India beBeeQuality Full time ₹ 15,00,000 - ₹ 20,00,000
Job Title: Quality Assurance Specialist

We are seeking a highly skilled and experienced Quality Assurance Specialist to oversee and drive the quality program within our customer service center.

The ideal candidate will have a deep understanding of call center operations, including quality assurance policies, procedures, and standards. They will be responsible for monitoring, evaluating, and reporting on agent-customer interactions using various performance metrics.

  • Develop and maintain quality assurance policies, procedures, and standards for all call center operations.
  • Evaluate and report on agent-customer interactions using CSAT, FCR, AHT, NPS, and QA scoring.
  • Design and execute QA audits; analyze trends and recommend improvements.
  • Manage QTL and QAs, driving their performance.
  • Deliver actionable feedback and coaching to agents and team leaders on quality and compliance.
  • Conduct regular training sessions on call center best practices, policy updates, and customer service excellence.

Requirements:

  • Bachelor's degree or equivalent experience in business, communications, or a related field.
  • 5+ years of experience in a call center environment, with at least 2 years in a quality management or supervisory role.
  • Deep understanding of call center KPIs and performance metrics.

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