Quality Assurance Specialist

3 weeks ago

Hyderabad, Telangana, India Nexgenhiringexperts Full time

Job Title: Quality Assurance Specialist

Location: Hyderabad

Package: Up to 8,00,000 per annum

Position Overview:

We are seeking a highly skilled Quality Assurance Specialist to join our team at Nexgenhiringexperts. As a Quality Assurance Specialist, you will play a vital role in ensuring the quality of service provided by our customer support teams.

Key Responsibilities:
  • Evaluate and monitor the quality of service provided by customer support teams, ensuring adherence to company standards.
  • Conduct assessments of customer interactions across various platforms, including chat and call systems.
  • Analyze banking transactions related to credit/debit cards, payments, and fraud detection to ensure service quality.
  • Collaborate with training teams to identify areas for improvement and create effective training methodologies.
  • Prepare training materials and presentations to facilitate ongoing education and improvement.
  • Implement Training Needs Identification (TNI) and Training Needs Analysis (TNA) for quality training assessments.
  • Monitor On-the-Job Training (OJT) effectiveness and optimize training metrics.
  • Provide feedback and coaching to customer support agents based on performance evaluations.
  • Maintain documentation of quality assessments and training sessions for tracking improvement areas.
Required Skills and Qualifications:
  • Minimum of 5 years of experience in international BPO environments.
  • Expertise in quality assurance and process training, specifically in banking operations.
  • Strong communication skills with an emphasis on coaching and feedback.
  • Proficiency in preparing training materials and conducting quality assessments.
  • Familiarity with performance metrics and assessment tools.
  • Continuous career progression with no gaps in overall experience is preferred.
  • Ability to work from the office, with transport provided.
Additional Information:

The Quality Assurance Specialist will be expected to uphold high standards of quality assurance and stay updated on industry trends. Candidates should demonstrate a commitment to continuous improvement and operational excellence.

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