Senior Quality Assurance Specialist

2 days ago

Kanpur, Uttar Pradesh, India beBeeQuality Full time ₹ 6,00,000 - ₹ 12,00,000

Job Title: Quality Assurance Professional

Job Description:

  • The role of a Quality Assurance Professional is to perform thorough quality audits or assessments, evaluating the performance of associates who interact with customers.
  • This position involves monitoring inbound and outbound calls and emails to assess associate's demeanor, technical accuracy, customer service performance, and adherence to established policies and procedures.

Main Responsibilities:

  • Complete Call Monitoring and Feedbacks as per Service Level Agreements (SLAs).
  • Perform call monitoring and provide trend data to concerned teams for analysis and improvement.
  • Understand process/function goals and help teams achieve them by providing guidance and support.
  • Conduct Calibration Sessions and initiate Action Plans for reducing variance in performance.
  • Prepare and analyze internal and external quality reports for management review and strategic planning.
  • Multitask and manage time effectively to meet deadlines and priorities.
  • Ensure adherence to Process Quality SLAs and company standards.
  • Coordinate with clients on process-related issues and updates, ensuring seamless communication.
  • Take others' perspectives into account when communicating, negotiating, or presenting arguments, fostering effective collaboration.
  • Listen and present information clearly, using excellent verbal and written communication skills.
  • Demonstrate expertise in functional knowledge and apply it in aligned projects, driving results-oriented outcomes.

Requirements:

  • At least 1+ year of experience in quality assurance processes or related fields.
  • Preferred experience in third-party or first-party quality assurance, collections, or customer service.
  • Must be self-motivated and self-starting, with strong initiative and adaptability.
  • Attention to detail, time management, and decision-making skills are essential for success.
  • Vigilant in following up to ensure plans addressing issues have been implemented, driving continuous improvement.
  • Demonstrate flexibility and sense of urgency in responding to changing needs and priorities.
  • Adapt well to change and set priorities as needed, managing competing demands and expectations.
  • Able to multitask and operate in fast-paced team environments, prioritizing tasks and meeting deadlines.
  • Creative ability and writing proficiency are required for effective communication and reporting.

Qualifications:

  • Bachelor's degree is mandatory, with a focus on business, communications, or a related field.
  • Excellent verbal, written, and interpersonal communication skills are essential for success.
  • Exceptional listening and analytical skills are required for effective problem-solving and decision-making.

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