Quality Assurance Expert

2 weeks ago


Bengaluru, Karnataka, India Convin Full time
About Us

Convin is a cutting-edge conversation intelligence platform founded by IIT Delhi Alumni. Our mission is to empower organizations by improving sales, collections, and customer experiences while automating quality & coaching for reps and providing actionable insights for leaders.

Job Description

We are seeking a highly skilled Quality Assurance Expert to join our team. As a Quality Assurance Expert, you will be responsible for conducting regular quality assurance assessments to evaluate the performance of contact center operations and processes. You will also perform audits and reviews of customer interactions, transactions, and documentation to identify areas for improvement.

Key Responsibilities:
  • Conduct quality assurance assessments to evaluate the performance of contact center operations and processes.
  • Perform audits and reviews of customer interactions, transactions, and documentation to identify areas for improvement.
  • Collaborate with cross-functional teams to address quality issues and implement corrective actions.
  • Provide feedback, coaching, and training to agents to improve their performance and adherence to quality standards.
  • Monitor adherence to regulatory compliance requirements and industry best practices.
  • Participate in client meetings, presentations, and discussions to address quality-related inquiries and concerns.
Requirements:
  • Proven experience working in a Quality Analyst role within the Contact center industry.
  • Excellent analytical skills with the ability to interpret data, identify trends, and make recommendations for improvement.
  • Strong attention to detail and accuracy in performing audits, reviews, and assessments.
  • Effective communication skills with the ability to provide constructive feedback and interact with stakeholders at all levels.
  • Proficiency in using quality tools, software, and systems.
  • Ability to work independently and collaboratively in a fast-paced and dynamic environment.
  • Strong commitment to upholding ethical standards, integrity, and confidentiality.
Why Convin.ai?

We offer a professional yet friendly workplace that values growth, creativity, and innovation. Our team culture is collaborative, and your contributions will make a meaningful impact. We provide mentorship and opportunities to develop your skills, making Convin.ai the perfect place to grow your career.

Salary

The estimated salary for this position is $80,000 - $110,000 per year, depending on location and experience.



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