Quality Assurance Specialist
7 days ago
We are seeking a highly skilled and motivated professional to join our team as a Quality Assurance Specialist.
Key Responsibilities:- Deliver high-quality results across all performance parameters, ensuring consistency and excellence in every aspect of the role.
- Audit calls, chats, and email interactions on product/process, communication, and soft skills parameters to identify areas for improvement.
- Conduct thorough audits and provide actionable feedback to enhance scores for training throughput or conversion.
- Perform data analysis and create detailed reports/decks to inform business decisions and drive growth.
- Participate in calibrations to ensure consistent scoring and feedback delivery approach, promoting efficiency and effectiveness.
- Communicate the importance of positive customer experience and make recommendations for process improvement to enhance customer satisfaction.
- Reduce learning curve and enhance product/process knowledge of new joiners through targeted training and development initiatives.
- Ensure compliance with internal policies, procedures, and regulations, maintaining a culture of integrity and accountability.
- Engage in customer/client interactions using process knowledge and highlighting key areas for improvement to deliver exceptional service.
- Prepare TNA, publish, and execute for 100% closure, driving results-oriented solutions.
- Prior experience in handling quality for outbound sales accounts, with a proven track record of success.
- Understanding of audit and coaching processes, with the ability to analyze data and generate insights.
- Excellent writing and comprehension skills, with the ability to communicate complex information clearly and effectively.
- Strong verbal and written communication skills, with the ability to build relationships and collaborate with cross-functional teams.
- Technical knowledge of English communication - sentence construction, grammar, punctuation, etc., with the ability to apply this knowledge in a practical context.
- Effective presentation, feedback, and coaching skills, with the ability to inspire and motivate others.
- Hands-on experience with MS Office; preferably with MS Excel and PowerPoint, with the ability to create compelling presentations and reports.
- Customer orientation and customer service attitude, with the ability to prioritize customer needs and deliver exceptional service.
- Effective problem-solving skills and high energy levels, with the ability to work under pressure and meet deadlines.
- Interpersonal skills and teamwork ability, with the ability to collaborate with others and contribute to a positive team dynamic.
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