Quality Assurance Specialist

4 weeks ago


Mumbai, Maharashtra, India NMIMS Full time

Quality Assurance Specialist

At NMIMS, we are seeking a highly skilled Quality Assurance Specialist to join our team. This individual will be responsible for assessing the quality of our call center associates' performance, monitoring inbound and outbound calls, and providing actionable data to support groups.

Key Responsibilities:

  • Design and implement call monitoring formats and quality standards.
  • Perform call monitoring and provide trend data to site management.
  • Use quality monitoring data management systems to track performance at team and individual levels.
  • Participate in customer and client listening programs to identify customer needs and expectations.
  • Provide feedback to call center team leaders and managers.
  • Prepare and analyze internal and external quality reports for management review.

Requirements:

  • 2-3 years of call center experience.
  • Bachelor's degree preferred.
  • Excellent verbal, written, and interpersonal communication skills.
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Self-motivation and ability to work in a fast-paced team environment.
  • Proficiency in Microsoft Office, particularly Word.


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