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Quality Assurance Specialist

1 week ago

Delhi, Delhi, India Hero Vired Full time
About Hero Vired

Hero Vired is an innovative, high-growth startup backed by the prestigious Hero Group, a leading business conglomerate. Our mission is to revolutionize the learning landscape through immersive, industry-aligned programs that empower learners with the knowledge and skills they need to succeed.

About the Role

We are seeking a talented Analyst/Sr Analyst - Quality Audits to join our team. As a key member of our quality assurance team, you will be responsible for ensuring the quality of customer interactions by conducting thorough call audits and implementing quality improvement plans. You will collaborate closely with various teams to understand call parameters, assess compliance with policies, and contribute to the growth and revenue goals of the organization.

Responsibilities
  1. Conduct quality audits on pre-recorded and live customer calls, ensuring accuracy and compliance with established guidelines.
  2. Cross-check end-to-end details on each case to ensure consistency and completeness of information.
  3. Analyze quality processes and procedures to verify alignment with customer requirements and identify areas for improvement.
  4. Collaborate with teams to establish daily, weekly, and monthly audit targets, and contribute to short- and long-term development plans.
  5. Monitor agents adherence to proper pitch guidelines to meet minimum quality standards.

You will also provide regular feedback to agents and their reporting managers to foster continuous improvement, and conduct refresher sessions with agents to enhance their performance.