Quality Assurance Director
2 days ago
We are an AI-powered conversation intelligence platform that transforms customer-facing conversations into actionable insights, enhancing business outcomes.
Our mission is to help B2C brands 10X their business output through customer interactions. We work with leading companies in Health-tech, Ed-tech, Fintech, E-commerce, and consumer services like Treebo, SOTC, Thomas Cook, Aakash, MediBuddy, and PlanetSpark.
As a Quality Assurance Director at Convin, you will lead quality initiatives and deliver impactful projects, leveraging tools like Six Sigma, FMEA, CAPA, 5 Whys, and 7 QC Tools. You will focus on driving key metrics such as sales conversion, CSAT, AHT improvement, and risk elimination while achieving measurable business outcomes.
The RoleWe are seeking a dynamic and experienced professional to join our team as a Quality Assurance Director. This role is ideal for a professional who excels in fast-paced environments and has a proven history of successfully executing quality projects with tangible results in Contact Center operations.
- Lead and execute quality assurance projects, ensuring a direct positive impact on sales conversions, CSAT, AHT, and other key client metrics.
- Design and implement strategies to enhance quality and drive operational excellence in both voice and non-voice processes.
- Work onsite at client locations to oversee seamless project execution and ensure alignment with client goals.
- Conduct audits and reviews of customer interactions, transactions, and documentation to identify gaps and areas for improvement.
We are looking for a candidate with:
- Proven 5+ years of experience in a Quality Assurance role within the Contact Center industry, with a focus on managing and executing impactful quality projects.
- Demonstrated ability to improve sales conversions and other critical metrics through quality-driven initiatives.
- Strong track record in driving successful projects from inception to measurable outcomes.
- Excellent analytical skills with the ability to interpret data, identify trends, and recommend improvements.
- Strong attention to detail and accuracy in audits, reviews, and assessments.
- Effective communication and interpersonal skills for providing constructive feedback and collaborating with stakeholders.
- Proficiency in using quality tools, software, and systems.
- Ability to work independently while thriving in a fast-paced environment.
We offer a competitive salary package of ₹24 lakhs per annum, along with benefits such as:
- A holiday allowance of INR 24000 every year for you to travel anywhere.
- The opportunity to learn and grow with our fast-growing startup.
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