Quality Assurance Specialist

2 weeks ago


Narela, Delhi, India Hero Vired Full time
About Us

Hero Vired is a cutting-edge learning experience that offers premium industry programs and world-class partnerships, shaping the trailblazers of tomorrow.

We believe in the potential of every individual to achieve greatness. Leveraging the expertise and legacy of the Hero Group, our mission is to revolutionize the learning landscape.

The Role

This position involves ensuring the quality of customer interactions by conducting thorough call audits and implementing quality improvement plans.

You will collaborate closely with various teams to understand call parameters, assess compliance with policies, and contribute to the growth and revenue goals of the organization.

Key Responsibilities:
  • Conduct quality audits on pre-recorded and live customer calls, ensuring accuracy and compliance with established guidelines.
  • Cross-check end-to-end details on each case to ensure consistency and completeness of information.
  • Analyze quality processes and procedures to verify alignment with customer requirements and identify areas for improvement.
  • Collaborate with teams to establish daily, weekly, and monthly audit targets, and contribute to short- and long-term development plans.
  • Monitor agents' adherence to proper pitch guidelines to meet minimum quality standards.
  • Provide regular feedback to agents and their reporting managers to foster continuous improvement.
Requirements:
  • Proficiency in MS Office applications (Word, Excel, PowerPoint) and Office 365 tools.
  • Any graduation degree is required.
  • Minimum 1-2 years of experience as a Call Quality Analyst.
  • Good communication and writing skills in both Hindi and English.
  • Strong analytical skills to assess call quality and process effectiveness.
Benefits

Competitive salary: ₹12,00,000 per annum



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