Senior Quality Assurance Specialist
23 hours ago
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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