Quality Assurance Expert

1 month ago

Mumbai, Maharashtra, India NMIMS Full time

Quality Assurance Role Overview

NMIMS is seeking a Quality Assurance Expert to join our team. This individual will play a key role in ensuring the highest level of customer satisfaction by monitoring and evaluating the performance of our call center associates.

About the Job

The successful candidate will be responsible for assessing the quality of our call center operations, identifying areas for improvement, and implementing changes to enhance the overall customer experience. This will involve designing and implementing call monitoring formats and quality standards, performing call monitoring and providing trend data to site management, and using quality monitoring data management systems to track performance at both team and individual levels.

Key Responsibilities

  • Participate in the design of call monitoring formats and quality standards;
  • Perform call monitoring and provide trend data to site management;
  • Use quality monitoring data management systems to compile and track performance at team and individual levels;
  • Monitor customer care email responses and participate in customer and client listening programs to identify customer needs and expectations;
  • Provide actionable data to internal support groups as needed;
  • Coordinate and facilitate call calibration sessions for call center staff;
  • Provide feedback to call center team leaders and managers;
  • Prepare and analyze internal and external quality reports for management review;
  • Perform other duties as assigned.

Requirements

  • 2-3 years' experience in a call center environment;
  • Bachelor's degree (preferably in a relevant field);
  • Excellent verbal, written, and interpersonal communication skills;
  • Outstanding customer service skills and dedication to providing exceptional customer care;
  • Must be a self-motivator and self-starter with a focus on quality and customer service;
  • Exceptional listening and analytical skills;
  • Solid time management skills;
  • Able to effectively deal with people at all levels inside and outside the company;
  • Creative ability and writing proficiency;
  • Ability to multitask and operate successfully in a fast-paced team environment;
  • Adaptable with a proven ability to set and adjust priorities as needed;
  • Proficient with Microsoft Office (intermediate Word).

Estimated Salary: $60,000 - $80,000 per annum

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