Performance Excellence Specialist

15 hours ago

Vellore, Tamil Nadu, India beBeeCustomer Full time ₹ 45,00,000 - ₹ 75,00,000

Quality Assurance Specialist Job Description:

  • The primary responsibility of a Quality Assurance Specialist is to conduct quality assurance audits and assessments.
  • They will evaluate the quality of performance by organization associates who interact with customers.
  • They will monitor calls, emails, and other interactions to assess the associate's technical accuracy, customer service skills, and adherence to company policies.

Key Responsibilities:

  • Complete call monitoring and feedback as per Service Level Agreements or internal guidelines.
  • Provide trend data to the concerned team.
  • Understand process goals and help the team achieve them.
  • Conduct calibration sessions and develop action plans to reduce variance.
  • Analyze internal and external quality reports for management review.
  • Multitask and manage time effectively.
  • Ensure adherence to process quality Service Level Agreements.
  • Coordinate with clients on process-related issues and updates.
  • Take others' perspectives into account when communicating.
  • Present information clearly and demonstrate expertise in functional knowledge.

Required Skills and Qualifications:

  • Must have over 1 year of experience in collections processes.
  • Preferred experience in third-party or first-party collections.
  • Be self-motivated and adaptable.
  • Demonstrate attention to detail, time management, and decision-making skills.
  • Foster a sense of urgency and adaptability in a fast-paced environment.
  • Effective communication and creative writing skills.

Benefits:

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

Job Requirements:

  • Strong analytical and problem-solving skills.
  • Ability to work under pressure and meet deadlines.
  • Excellent organizational and time management skills.
  • Self-motivated and able to work independently.
  • Excellent communication and interpersonal skills.

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