Senior Quality Assurance Specialist

23 hours ago


Delhi, Delhi, India Convin Full time

Are you passionate about delivering exceptional quality in contact center operations? Do you have a knack for analytical thinking and problem-solving?

We are seeking an experienced Senior Quality Assurance Specialist to join our team at Convin. As a key member of our operations team, you will play a critical role in ensuring the highest standards of quality in our customer interactions.

About Us

Convin is a fast-growing conversation intelligence platform that helps organizations improve sales, collections, and customer experience. We leverage AI/ML to achieve business goals while focusing on efficiency and cost reduction.

Your Key Responsibilities:

  • Conduct regular quality assurance assessments to evaluate 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 performance and adherence to quality standards
  • Monitor adherence to regulatory compliance requirements and industry best practices

Requirements:

  • Proven experience working in a Quality Analyst role within the Contact center industry
  • Excellent analytical skills with the ability to interpret data 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

About This Role:

This is a fantastic opportunity to join a young and dynamic company that values growth, creativity, and innovation. You will be part of a collaborative team culture where your contributions make a meaningful impact.

Estimated Salary: ₹15,00,000 - ₹25,00,000 per annum (based on location and experience)



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