Quality Assurance Specialist

1 day ago

Agra, Uttar Pradesh, India beBeeQuality Full time ₹ 9,00,000 - ₹ 12,15,000

Job Title: Quality Assurance Specialist

The ideal candidate will play a pivotal role in ensuring the highest standards of quality across operations, evaluating performance, monitoring calls, emails, and responses to gauge demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures.

Key Responsibilities:
  • Perform thorough Quality Assurance audits and assessments to evaluate the performance of associates who interact with customers.
  • Monitor and analyze inbound and outbound calls, emails, and other responses to gauge associate's demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures.

We are seeking an individual with the ability to complete Call Monitoring and Feedbacks as per Service Level Agreements (SLA) or internally defined targets.

  • Call monitoring, trend data analysis, and process/function goal achievement.
  • Conduct Calibration Sessions and initiate Action Plans to reduce variance.
  • Prepare and analyze internal and external quality reports for management staff review.
  • Multitasking and time management skills are essential for this role.
  • Adherence to Process Quality SLA's.
  • Client coordination on process-related issues and updates.
  • Taking others' perspectives into account when communicating, negotiating, or presenting arguments.
  • Clear information presentation and demonstration of expertise in functional knowledge application.

Requirements

  • A minimum of 1+ year of experience in collections processes is necessary.
  • Preferred experience in 3rd Party or 1st Party Collections.
  • Self-motivation and self-starter traits.
  • Attention to detail, time management, and decision-making skills are crucial.
  • Vigilant issue tracking and developed plan implementation.
  • Demonstrating flexibility and urgency in a fast-paced team environment.
  • Adapting to change and setting priorities as needed.
  • Ability to multitask.
  • Creative problem-solving and writing proficiency.

Qualification

  • Bachelor's degree required.
  • Excellent verbal, written, and interpersonal communication skills.
  • Exceptional listening and analytical skills.

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