Quality Evaluation Specialist

20 hours ago

Pune, Maharashtra, India beBeeQualityEvaluation Full time ₹ 8,00,000 - ₹ 10,00,000

Job Title: Quality Evaluation Specialist

About the Role

We are seeking a skilled Quality Evaluation Specialist to join our team. In this role, you will be responsible for monitoring and evaluating voice interactions between customer service representatives and customers.

The ideal candidate will have experience in quality analysis and evaluation, with strong analytical and problem-solving skills. You will work independently and as part of a team to identify areas for improvement and implement quality enhancement initiatives.

This is an exciting opportunity to contribute to the delivery of exceptional customer experiences and drive business growth through improved quality standards.

Responsibilities
  • Monitor and evaluate voice interactions between customer service representatives and customers
  • Analyze voice transcripts for accuracy, completeness, and compliance with established protocols and procedures
  • Identify and assess performance gaps and areas for improvement based on quality metrics and performance standards
  • Provide constructive and timely feedback to customer service representatives on their voice interactions
  • Collaborate with the training team to develop and deliver training programs to address knowledge and skill gaps identified during quality evaluations
Requirements
  • Bachelor's degree in any discipline or equivalent work experience in a customer service or BPO environment
  • Proven experience as a Quality Analyst in a BPO setting, preferably with experience in invoice process evaluation
  • Excellent verbal and written communication skills with a keen eye for detail
  • Strong analytical and problem-solving abilities to assess voice interactions and identify areas for improvement
What We Offer

We offer a competitive compensation package, opportunities for professional growth and development, and a dynamic work environment.

How to Apply

If you are a motivated and results-driven individual with a passion for delivering exceptional customer experiences, please submit your application.

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