Quality Performance Manager

2 weeks ago

Meerut, Uttar Pradesh, India beBeeExpert Full time ₹ 8,00,000 - ₹ 12,00,000

Job Title: Quality Assurance Specialist

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Job Description:

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  • The role of a Quality Control Expert is to perform audits and assessments to ensure the quality of performance.
  • They are responsible for evaluating the quality of services provided by associates who interact with customers.
  • The specialist will monitor calls, emails, and other responses to assess associate's demeanor, technical accuracy, customer service performance, and conformity to policies and procedures.
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Key Responsibilities:

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  • Completing call monitoring and feedback as per SLA or internally defined.
  • Providing trend data to concerned teams.
  • Understanding process/function goals and helping teams achieve them.
  • Conducting calibration sessions and initiating action plans for reducing variance.
  • Preparing and analyzing internal and external quality reports for management staff review.
  • Multitasking and time management skills.
  • Ensuring adherence to process quality SLAs.
  • Coordinating with clients on process-related issues and updates.
  • Taking others' perspectives into account when communicating, negotiating, or presenting arguments.
  • Listening and clearly presenting information.
  • Demonstrating expertise in functional knowledge and applying it in aligned projects.
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Requirements:

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  • More than 1+ year of experience in collections processes.
  • Preferred 3rd Party or 1st Party Collections experience.
  • Self-motivation and self-starting abilities.
  • Attention to detail, time management, and decision-making skills.
  • Vigilance in following up to ensure developed plans addressing issues and problems have been implemented.
  • Flexibility and a sense of urgency.
  • Adapting well to change and successfully setting and adjusting priorities as needed.
  • Ability to multitask and operate in a fast-paced team environment.
  • Creative ability and writing proficiency.
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Qualifications:

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