Quality Assurance Specialist

14 hours ago

Amrāvati, Maharashtra, India beBeeAssurance Full time ₹ 12,00,000 - ₹ 16,00,000

Job Title: Assurance Professional

Job Description

  • The role of an Assurance Professional is to conduct quality assurance audits or phone calls.
  • An Assurance Specialist assesses the quality of performance dealing with customers.
  • They monitor inbound and outbound calls and emails to evaluate demeanor, technical accuracy, customer service, and adherence to company policy.

Key Responsibilities

  • Complete call monitoring and feedback as per SLA definitions.
  • Provide trend data to concerned teams.
  • Understand business process goals and help teams achieve them.
  • Conduct calibration sessions and develop action plans for variance reduction.
  • Analyze internal and external quality reports for management review.
  • Multitask and manage time effectively.
  • Ensure adherence to process quality SLAs.
  • C Coordinate with clients on process-related issues and updates.
  • Take others' perspectives into account when communicating.
  • Listen and present information clearly.
  • Demonstrate functional expertise and apply it in aligned projects.

Requirements

  • At least 1+ year of experience in processes related to collections.
  • Prior experience in 3rd Party or 1st Party Collections preferred.
  • Self-motivation and self-starter required.
  • Attention to detail, time management, and decision-making skills essential.
  • Vigilant follow-up to ensure developed plans addressing issues have been implemented.
  • Flexible and sense of urgency necessary.
  • Adaptability to change and adjusting priorities as needed required.
  • Multitasking ability and successful team operation in a fast-paced environment.
  • Creative ability and writing proficiency desired.

Qualification

  • Bachelor's degree required.
  • Excellent verbal, written, and interpersonal communication skills.
  • Exceptional listening and analytical skills necessary.

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