Quality Assurance Specialist

1 month ago


Bengaluru, Karnataka, India Convin Full time
Job Title: Quality Assurance Specialist

About the Role:

We are seeking a highly skilled Quality Assurance Specialist to join our team at Convin. As a Quality Assurance Specialist, you will be responsible for conducting quality assurance assessments, performing audits and reviews, and providing feedback and coaching to agents.

Key Responsibilities:

* Conduct quality assurance assessments on a regular basis 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 Clients cross-functional teams including operations, training, and client services to address quality issues and implement corrective actions
* Provide feedback, coaching, and training to agents and 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, with a strong understanding of operations in voice - Non voice processes
* 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

About Convin:

Convin is a young and dynamic company that is passionate about improving sales and customer experience through the use of AI and ML. We are looking for talented individuals who share our vision and are excited about the opportunity to join our team.

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