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Senior Quality Assurance Professional

3 weeks ago

Kota, Rajasthan, India beBeeQuality Full time ₹ 40,00,000 - ₹ 60,00,000

Job Title: Senior Quality Assurance Professional

Are you a motivated and experienced quality assurance professional looking for a new challenge? Do you have a passion for process improvement and driving business results?

We are seeking a highly skilled Senior Quality Assurance Professional to join our team.

  • Drive continuous improvement initiatives to enhance transaction quality and delivery
  • Manage key performance indicators (KPIs) related to quality and client satisfaction
  • Evaluate the effectiveness of quality interventions and implement improvements
  • Develop and maintain quality management processes and frameworks to drive quality delivery
  • Capture and report on service level agreement (SLA) and service level objective (SLO) metrics, as well as client reporting needs
  • Design and implement process improvements and innovation initiatives to drive business growth
  • Ensure compliance with internal policies and external regulations, and manage audit requirements
  • Sustain effective huddle, feedback, and refresher processes to drive quality and compliance
  • Support the quality and compliance teams in conducting audits and follow-ups based on observations and misses

Requirements:

  • Minimum 2 years experience as a quality analyst in international voice processes in BPO
  • Strong experience working with quality matrices
  • Excellent knowledge of transactional quality domains
  • Good working knowledge of training, transaction quality systems, tools, and technologies