Senior Language Quality Specialist

2 weeks ago

Kolkata, West Bengal, India beBeeQuality Full time ₹ 5,00,000 - ₹ 10,50,000

Top Priority for this role is ensuring the highest quality standards are met in all aspects of our Spanish language process.

We're looking for an experienced Quality Analyst to lead our team in Kolkata. As a key member of our organization, you will be responsible for driving operational excellence and continuous improvement.

  • Maintain expert-level knowledge of assigned products and services, complete all required training and certifications.
  • Monitor customer issue trends, volume spikes, and case inventory.
  • Lead daily team huddle and communicate operational updates.
  • Conduct effective coaching and feedback sessions; manage follow-up actions.
  • Ensure timely completion of compliance training and phishing exercises for self and team.
  • Review and analyze B2B Service Cloud and DOMO reports; share performance metrics weekly.
  • Serve as an escalation point for customer cases; manage resolution and documentation.
  • Oversee staff scheduling and maintain low attrition rates.
  • Validate agenda access and ensure compliance with security protocols.
  • Always display professionalism.
  • Respond promptly to production issues and operational challenges.
  • Promote positive behaviors and recognize team achievements.
  • Provide reporting and analysis results to Directors for quality evaluations completed including trend results
  • Learn program/services topics to provide proper support, this includes refresher training and new product/enhancement trainings
  • Lead and participate in feedback sessions in application
  • Maintain and expand on all product and service knowledge.
  • Complete all mandatory training courses in a timely manner.
  • Protect Mastercard customer and internal proprietary information.
  • React in demanding situations or short timeline deliverables.
  • Amplify positive behaviors.
  • Collaborate with multiple internal support teams to address customer requests

Key requirements include:

  • Proficiency in Microsoft Office and related applications.
  • Strong attention to detail and organizational skills.
  • Professional demeanor and respect for colleagues and customers.
  • Ability to collaborate effectively with internal teams and Directors.
  • Capable of multitasking and leading in a dynamic, team-oriented environment.
  • Demonstrates success in high-pressure, fast–paced settings, and frequent changes deemed by business owners.
  • Analytical and strategic thinking and problem-solving skills for process improvements.
  • Effective communication and feedback delivery.
  • Commitment to fostering a safe, inclusive, and diverse workplace.

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