Voice Process Quality Assurance Specialist

16 hours ago

Kota, Rajasthan, India beBeeQuality Full time ₹ 6,00,000 - ₹ 10,12,000

Job Description

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  • The primary responsibility of this role is to oversee the quality of our team's performance and ensure it meets the set standards.">
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Key Responsibilities:

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  • Evaluate and score inbound/outbound calls according to defined parameters, identifying areas for improvement.">
  • Deliver constructive feedback and coaching to team members to enhance their performance.">
  • Analyze communication gaps and process adherence issues in customer handling.">
  • Develop and maintain quality reports, dashboards, and analysis to support leadership decisions.">
  • Promote process improvements to boost customer satisfaction, CSAT, NPS, and FCR.">
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Required Qualifications:

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  • A graduate degree from any stream is required.">
  • A minimum of 1-3 years of experience as a quality analyst in an international voice process is necessary.">
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Role Overview

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This Quality Analyst will be responsible for monitoring and evaluating the performance of our team members. They will provide feedback and coaching to help them improve their skills and meet our high standards. Additionally, they will identify areas where we can improve our processes and implement changes to drive customer satisfaction.

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Key Skills:

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  • Communication">
  • Problem-solving">
  • Coaching and training">
  • Process improvement">

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