Quality Assurance Specialist
3 weeks ago
Quality Assurance Specialist
At Convin, we're looking for a skilled Quality Assurance Specialist to help us evaluate the performance of our Contact Center operations and processes. As a Quality Assurance Specialist, you'll conduct regular quality assurance assessments, perform audits and reviews of customer interactions, and collaborate with cross-functional teams to address quality issues and implement corrective actions.
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.
Why Convin.ai:
- A professional yet friendly workplace that values growth, creativity, and innovation.
- Mentorship and opportunities to develop your skills.
- A collaborative team culture where your contributions make a meaningful impact.
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