
Quality Assurance Specialist
2 weeks ago
Job Overview:
We are seeking a highly motivated Quality Analyst to drive excellence in service delivery. The successful candidate will be responsible for ensuring the quality of our services by conducting audits, analyzing data, and implementing process improvements.
Key Responsibilities:- Conduct quality audits and call monitoring to ensure adherence to quality standards.
- Utilize analytical tools such as 7QC, CSAT, Pareto charts, histograms, and fishbones to identify areas for improvement.
- Collaborate with team members to resolve issues related to call quality and customer satisfaction.
- Develop and maintain process documentation for quality control procedures.
- Provide training on quality assurance processes to new hires.
- 1-6 years of experience in a BPO or call center environment.
- Strong understanding of Quality Audit principles and practices.
- Proficiency in using QC tools such as 7QC, CSAT, Pareto charts, histograms, and fishbones.
- Excellent analytical skills with ability to interpret data effectively.
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