Quality Assurance Expert

9 hours ago

Ahmedabad, Gujarat, India beBeeQuality Full time ₹ 5,00,000 - ₹ 10,00,000

Job Title: Quality Assurance Specialist

Job Description:

  • The primary role of a Quality Assurance Specialist is to perform thorough quality assessments by conducting audits and phone calls to evaluate performance.
  • We are seeking an experienced Quality Assurance Analyst (QA) to oversee the monitoring of inbound and outbound calls, as well as email responses, to assess associates' technical accuracy, customer service skills, and adherence to company policies and procedures.

Key Responsibilities:

  • Complete call monitoring and provide feedback according to established Service Level Agreements (SLA).
  • Perform call monitoring and analyze trend data to inform the concerned team.
  • Understand process/function goals and collaborate with the team to achieve them.
  • Conduct calibration sessions and develop action plans to reduce variance.
  • Analyze internal and external quality reports for management review.
  • Multitask and manage time effectively.
  • Ensure adherence to Process Quality SLAs.
  • Collaborate with clients on process-related issues and updates.
  • Take a customer-centric approach when communicating, negotiating, or presenting arguments.
  • Present information clearly and concisely.
  • Demonstrate expertise in functional knowledge and apply it in aligned projects.

Requirements:

  • More than 1+ year of experience in collections processes.
  • Preferred 3rd Party or 1st Party Collections experience.
  • Self-motivation and self-initiative.
  • Attention to detail, time management, and decision-making skills.
  • Proactive in following up to ensure plans addressing issues and problems have been implemented.
  • Flexibility and sense of urgency.
  • Adept at adapting to change and prioritizing tasks as needed.
  • Ability to multitask and operate in a fast-paced team environment.

Qualification:

  • Bachelor's degree.
  • Excellent verbal, written, and interpersonal communication skills; excellent oral & written communication skills.
  • Exceptional listening and analytical skills.

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