
Operations Quality Specialist
3 days ago
The Quality Assurance Manager role involves conducting quality audits, call monitoring, and analyzing data to ensure adherence to quality standards. The successful candidate will be responsible for developing process documentation, training new hires, and collaborating with team members to resolve issues related to call quality and customer satisfaction.
Responsibilities:- Conduct quality audits to assess adherence to quality standards
- Monitor calls to identify areas for improvement
- Analyze data using QC tools such as 7QC, CSAT, Pareto charts, histograms, and fishbones
- Develop and maintain process documentation for quality control procedures
- Provide training on quality assurance processes to new hires
- Collaborate with team members to resolve issues related to call quality and customer satisfaction
To excel in this role, the ideal candidate should possess a strong understanding of quality audit principles and practices. Proficiency in using QC tools is also essential, along with excellent analytical skills and the ability to interpret data effectively.
Qualifications:- 1-6 years of experience in a BPO or call center environment
- Strong understanding of quality audit principles and practices
- Proficiency in using QC tools such as 7QC, CSAT, Pareto charts, histograms, and fishbones
- Excellent analytical skills with ability to interpret data effectively
This position offers a competitive salary package, with opportunities for career growth and development. If you are a motivated and detail-oriented individual looking to make a difference in the quality of our services, we encourage you to apply.
Key Performance IndicatorsThe key performance indicators for this role include:
- Reducing call abandonment rates by 15%
- Increasing customer satisfaction ratings by 20%
- Improving quality audit scores by 25%
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