Business Process Quality Assurance Specialist

5 days ago

Bengaluru, Karnataka, India beBeeQuality Full time ₹ 1,04,000 - ₹ 1,30,878
Job Title: Business Process Quality Assurance Specialist">"

In this role, you will be responsible for ensuring that processes meet established quality standards. This includes monitoring and evaluating the quality of outputs within the organization, as well as working closely with various teams to enhance performance, reduce errors, and improve overall efficiency.

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Some key responsibilities include:

  • Ensuring team meets established quality standards by providing feedback and coaching to improve individual and team performance
  • Maintaining compliance with company policies and procedures
  • Monitoring live and recorded calls to assess performance in areas such as soft skills, product knowledge, call handling, adherence to processes, and compliance requirements
  • Collaborating with training and operations teams to identify performance gaps and recommend improvement initiatives
  • Tracking and reporting on quality trends and key performance indicators (KPIs) regularly
  • Identifying trends, gaps, and areas of improvement in the customer service process

Additionally, you will need to ensure compliance with regulatory and industry standards, including data protection and customer privacy. You will also deliver call quality feedback to Front Line Managers (FLMs) to support agent performance improvement and analyze data to identify patterns and recommend process improvements to enhance overall service quality.

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Qualifications we seek in you:

  • Minimum Qualifications: Bachelor's degree in business, communication or a related field is preferred
  • Preferred Qualifications/ Skills: Strong analytical skills with a focus on data-driven decision-making, attention to detail, problem-solving skills, customer/participant-focused mindset, proficiency in QA methods and tools, ability to work independently and as part of a team, strong organizational skills

Why join us?

  • Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation
  • Make an impact - Drive change for global enterprises and solve business challenges that matter
  • Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities
  • Work with the best - Join thousands of bold thinkers and problem-solvers who push boundaries every day
  • Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

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