Quality Assurance Specialist
5 days ago
Job Title: Quality Assurance Specialist
We are seeking a highly skilled professional to fill this challenging role in quality assurance.
Key Responsibilities:
- Deliver high-quality performance on all quality parameters.
- Audit calls, chats/email interactions on product/process, communication and soft skills parameters.
- Conduct audits and provide feedback for the targeted population with the objective of improving scores for training throughput or conversion.
- Perform data analysis and create designated reports/decks.
- Participate in calibrations to ensure consistent scoring & feedback delivery approach.
- Communicate to heighten awareness and focus on the importance of positive customer experience.
- Make recommendations and drive process improvement.
- Reduce the learning curve and help enhance product/process knowledge of new joiners.
- Ensure that internal policies, procedures, and compliance regulations are being followed.
- Interact with customers/clients using process knowledge and highlighting key areas to work on.
- Prepare TNA, publish and execute for 100% closure.
- Provide real-time support (production/live support) on the floor as per the business requirement.
Desired Candidate Profile:
- Prior experience in handling quality for outbound sales account.
- Must understand audit & coaching process.
- Excellent writing and comprehension skills.
- Extremely good verbal & written communications skills.
- Technical knowledge of English communication - sentence construction, grammar, punctuation etc.
- Effective presentation, feedback & coaching skills.
- Hands-on experience on MS Office; preferably on MS Excel and Power Point.
- Customer orientation and customer service attitude.
- Effective problem-solving skills and highly energetic & enthusiastic.
- Interpersonal skills and teamwork.
- Ability to handle/analyze data to generate quantitative and qualitative analysis.
This is an exciting opportunity to contribute to the growth and success of our organization.
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