
Senior Quality Assurance Specialist
8 hours ago
As a Senior Quality Assurance Specialist, you will be responsible for ensuring the highest standards of customer interactions.
Key Responsibilities:- Evaluate agent performance and provide constructive feedback.
- Ensure compliance with process guidelines and quality parameters.
- Conduct calibration sessions with team leaders and trainers.
- Prepare quality reports and highlight trends to management.
- Identify gaps and recommend process improvements.
- Support training needs based on quality observations.
- Maintain quality documentation and drive continuous improvement initiatives.
- Graduate in any discipline.
- 5–8 years of experience in Quality function (Insurance / BFSI preferred).
- Strong knowledge of call auditing, quality frameworks, and compliance standards.
- Excellent communication & analytical skills.
- Proficient in MS Excel / MIS reporting.
- Flexible to work in rotational / night shifts.
The ideal candidate will have a strong understanding of quality principles and be able to analyze complex data to identify trends and areas for improvement.
We offer a competitive compensation package, opportunities for career growth, and a dynamic work environment.
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