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Quality Assurance Specialist

1 month ago

Navi Mumbai, Maharashtra, India HBS - Hiringlabs Business Solutions Full time
Job Title: Quality Analyst

At HBS - Hiringlabs Business Solutions, we are seeking a skilled Quality Analyst to join our team. The primary responsibility of this role is to participate in the design of call monitoring formats and quality standards. This involves analyzing data, identifying trends, and providing actionable insights to drive business growth.

Key Responsibilities:
1. Participate in the design of call monitoring formats and quality standards.
2. Perform call monitoring and provide trend data to the site management team.
3. Analyze quality monitoring data and provide recommendations for improvement.
4. Monitor email customer contacts and respond to customer inquiries.
5. Participate in customer and client listening programs to identify customer needs and expectations.
6. Provide feedback to call center team leaders and managers.
7. Prepare and analyze internal and external quality reports for management staff review.

Requirements:
1. At least 2 years of call monitoring experience, preferably in a sales or voice-based environment.
2. Excellent communication and interpersonal skills.
3. Strong analytical and problem-solving skills.
4. Proficiency in Microsoft Office, particularly in Word and Excel.