Senior Quality Assurance Specialist

1 day ago

Gurgaon, Haryana, India beBeeQualityAssurance Full time ₹ 80,00,000 - ₹ 1,20,00,000

We are seeking a skilled Quality Assurance Specialist to join our team. As a Quality Assurance Specialist, you will play a critical role in ensuring top-notch customer service delivery by evaluating and improving our agents interactions across various channels.

Key Responsibilities:
  • Monitor customer interactions (Calls, Chats, Emails, and Tickets), either remotely or side-by-side.
  • Conduct regular briefings with operational staff to share insights and updates.
  • Analyze quality audits and testing results to recommend actionable improvements.
  • Perform trend and root-cause analysis to identify top errors and advisor-level performance gaps.
  • Conduct random disposition audits of agent interactions.
  • Provide timely and constructive feedback to Customer Service Representatives (CSRs).
  • Facilitate focus groups and performance evaluations to drive improvement.
  • Prepare and share regular internal reports, including call monitoring data and agent performance metrics.
  • Ensure adherence to Quality SLAs and internal quality benchmarks.
  • Collaborate closely with Team Leaders and Training teams to address performance and process gaps.
Requirements:
  • Minimum 2 years of experience as Quality Analyst
  • Fluent in English (both written and spoken)
  • Previous experience auditing customer service interactions and providing direct feedback to agents is a plus
  • Strong attention to detail with a customer-first mindset
  • Proficiency in Microsoft Excel and Word (basic level required)
  • Ability to adapt quickly to dynamic environments and shifting priorities
  • A data-driven mindset with a passion for operational excellence

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