Quality Assurance and Performance Improvement Specialist

3 weeks ago

Noida, Uttar Pradesh, India Viva Holidays Full time

About Viva Holidays:

Viva Holidays is a leading provider of vacation experiences, dedicated to delivering exceptional customer service and sales. Our team is passionate about ensuring that every interaction with our customers meets the highest standards of quality and satisfaction.

Job Overview:

We are seeking a skilled Quality Assurance and Performance Improvement Specialist to join our team. In this role, you will be responsible for monitoring, evaluating, and improving the quality of customer service and sales calls. Your expertise will help ensure that our customer-facing teams adhere to company standards, policies, and best practices.

Main Responsibilities:

  • Call Monitoring and Evaluation:
  • You will review and assess inbound customer service and sales calls against established performance metrics, identifying areas of improvement in call handling, tone, empathy, accuracy, and compliance with company policies.
  • Evaluate agent adherence to scripts, product knowledge, and communication standards, providing actionable feedback and coaching to improve performance.
  • Performance Reporting:
  • Develop and provide regular reports on quality performance, highlighting trends and actionable insights to drive business success.
  • Collaborate with management to develop and track quality improvement KPIs for individual agents and teams.
  • Feedback and Coaching:
  • Provide constructive feedback and coaching to agents on performance and areas of improvement, conducting one-on-one coaching sessions to enhance skills and development.
  • Process Improvement:
  • Identify opportunities for process optimization, training gaps, or technology improvements based on call evaluations, collaborating with training and development teams to enhance training programs and materials.
  • Compliance and Standards:
  • Ensure that all customer interactions meet compliance standards and company guidelines, staying updated on changes in policies, product offerings, and industry standards.
  • Sales Performance Review:
  • Monitor sales calls to ensure adherence to sales protocols, ensuring sales strategies align with customer needs and expectations, and identify potential sales training opportunities.

Requirements:

  • Experience:
  • A minimum of 3 years of experience in Quality Assurance, call center, or customer service/sales operations, with experience in both customer service and sales call monitoring.
  • Proven experience in evaluating and improving the quality of inbound calls.
  • Skills:
  • Strong analytical skills to identify patterns and trends in call quality and performance.
  • Excellent verbal and written communication skills for feedback, reporting, and training.
  • Ability to provide constructive feedback in a clear and motivating manner.
  • Strong problem-solving skills and attention to detail.
  • Knowledge:
  • Familiarity with call center technology (e.g., CRM systems, call recording tools).
  • Knowledge of customer service and sales techniques, standards, and metrics.
  • Understanding of compliance requirements, policies, and procedures in customer service and sales.
  • Certifications (optional but preferred):
  • Certifications in Quality Management (e.g., Six Sigma, ISO 9001) or relevant industry certifications.

What We Offer:

Viva Holidays offers a competitive salary range of $60,000 - $80,000 per year, depending on experience, as well as excellent benefits, including health insurance, retirement plans, and paid time off. We value professional growth and offer opportunities for career advancement and skill development.

  • Quality Assurance Specialist

    2 days ago

    Noida, Uttar Pradesh, India RechargeZap Full time

    Job Title: Quality Assurance SpecialistA high-paying quality assurance specialist position is available at RechargeZap in Sector 122, Noida. The job offers a competitive salary of $80,000 per year.About Us:RechargeZap is a fintech company dedicated to creating a rewards-oriented super app. Our platform provides services such as recharge, utility bill...

  • Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India Appinventiv Full time

    About the RoleWe're seeking an exceptional Quality Assurance Specialist to ensure our software applications meet the highest standards of quality and excellence.The ideal candidate will have a strong understanding of the software development lifecycle (SDLC) and testing lifecycle (STLC), with experience in testing tools like Selenium, TestNG, or Postman for...

  • Senior Quality Assurance Specialist

    2 weeks ago

    Noida, Uttar Pradesh, India RechargeZap Full time

    At RechargeZap, we are seeking a seasoned Senior Quality Assurance Specialist to join our team in Noida. This role is perfect for individuals with a passion for quality and a strong background in testing.About the RoleThe ideal candidate will be responsible for ensuring that our products meet the highest standards of quality and performance. You will work...

  • Software Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India DigiLantern Full time

    Quality Assurance Specialist Job Description at DigiLanternA skilled Software Quality Assurance Specialist is needed to test web and mobile applications. The ideal candidate will have 4-5 years of experience in manual testing and expertise in creating detailed test plans and scripts.

  • Senior Quality Assurance Specialist

    3 weeks ago

    Noida, Uttar Pradesh, India Career Creed HR Services Full time

    Job Title: Senior Quality Assurance SpecialistWe are seeking a highly skilled Senior Quality Assurance Specialist to join our team in India. As a key member of our quality assurance team, you will be responsible for ensuring the highest quality standards of our applications. Your expertise in automation testing and strong analytical skills will enable you to...

  • Quality Assurance Specialist

    1 month ago

    Noida, Uttar Pradesh, India Gateway Search Full time

    About the job :We are looking to hire a Quality Assurance Specialist for our Automotive client into Process and Industrial Automation. The role is crucial in maintaining and improving product quality, ensuring compliance with regulatory standards, and implementing effective quality management systems within an organization.Main Responsibilities :• Maintain...

  • Quality Assurance Specialist

    3 weeks ago

    Noida, Uttar Pradesh, India Appinventiv Full time

    We're seeking a detail-oriented and analytical Quality Assurance Specialist to ensure our products meet the highest standards of quality, usability, and functionality.Key Responsibilities:Develop detailed test plans, execute tests, and maintain testing scripts.Conduct functional, regression, performance, and usability testing to guarantee product...

  • Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India Appinventiv Full time

    We are seeking a highly skilled Quality Assurance Specialist to ensure the delivery of high-quality products. The estimated salary for this role is $80,000 - $110,000 per year, depending on experience and location.About Appinventiv:We are a leading mobile app development company with a strong focus on quality and innovation.Job Description:Key...

  • Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India Cred Flow Full time

    About CredFlow:CredFlow is a fast-growing fintech startup that provides financial tools for businesses. We're committed to delivering high-quality products and services to our customers.Job Summary:We're seeking a Quality Assurance Specialist to join our team at CredFlow. As a key member of our quality assurance team, you will be responsible for ensuring the...

  • Quality Assurance Specialist

    1 month ago

    Noida, Uttar Pradesh, India Pravdaa People Full time

    Pravdaa People Overview">We are a dynamic and innovative organization seeking an experienced Quality Assurance Specialist to join our team.">About the Role">This is an exciting opportunity for a skilled Quality Assurance Specialist to play a crucial role in ensuring the quality of our Pricing and Quotation application, Ad booking web portal, and other...

  • Software Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India Career Creed HR Services Full time

    At Career Creed HR Services, we are seeking a highly skilled Software Quality Assurance Specialist to join our team. This role involves testing and verifying software applications to ensure they meet the required standards.The ideal candidate will have 3-8 years of experience in software testing and a strong understanding of US Healthcare industry...

  • Lead Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India NavigaGlobal Full time

    Lead Quality Assurance SpecialistWe're seeking an experienced Lead Quality Assurance Specialist to join our team at NavigaGlobal. The estimated salary for this role is $130,000 - $160,000 per year, depending on location and experience.Job Description:The successful candidate will lead our quality assurance efforts, ensuring the reliability of our software...

  • Quality Assurance Specialist

    2 months ago

    Noida, Uttar Pradesh, India Zest Full time

    Zest is a dynamic and innovative company looking for an experienced Quality Assurance Specialist to join our team.As a Quality Assurance Specialist, you will play a crucial role in ensuring the quality of our software products. Your primary responsibilities will include:Developing and executing comprehensive test plans to ensure the functionality and...

  • Senior Quality Assurance Specialist

    2 weeks ago

    Noida, Uttar Pradesh, India Nucleus Software Full time

    Company OverviewNucleus Software is a leading provider of banking and financial software solutions. We are seeking an experienced Quality Assurance Specialist to join our team.

  • Automation Quality Assurance Specialist

    6 days ago

    Noida, Uttar Pradesh, India Aaxis Nano Technologies Pvt. Ltd. Full time

    Job OverviewAaxis Nano Technologies Pvt. Ltd. is a leading provider of innovative solutions in the field of automation.We are seeking an experienced Automation Quality Assurance Specialist to join our team in Noida, Uttar Pradesh.

  • Technical Quality Assurance Specialist

    1 week ago

    Noida, Uttar Pradesh, India Transcend Infosystems Pvt Ltd Full time

    We are seeking a skilled Technical Quality Assurance Specialist to join our product team at Transcend Infosystems Pvt Ltd.As a Technical Quality Assurance Specialist, you will be responsible for overseeing quality assurance activities associated with software analysis. This includes developing test plans, performing exploratory testing, and executing...

  • Senior Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India RechargeZap Full time

    Job Summary:We are seeking a highly skilled Senior Quality Assurance Specialist to join our team at RechargeZap. As a key member of our quality assurance team, you will be responsible for ensuring the highest standards of quality and performance across our diverse range of products.About Us:RechargeZap is a pioneering fintech platform dedicated to creating a...

  • Senior Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India CresTech Software Full time

    Job OverviewCresTech Software is seeking a skilled Senior Quality Assurance Specialist to join our team in Noida/Gurugram. This role involves ensuring the highest quality of software products by planning, executing, and delivering effective testing strategies.Estimated Salary: ₹800,000 - ₹1,200,000 per annum.ResponsibilitiesDesign and execute...

  • AP Quality Assurance Specialist

    4 weeks ago

    Noida, Uttar Pradesh, India Republic World Full time

    Company OverviewAt Republic World, we are committed to delivering high-quality financial processes that ensure accuracy, compliance, and efficiency. Our Accounts Payable (AP) team plays a critical role in achieving this goal.Job DescriptionWe are seeking an experienced AP Quality Assurance Specialist to join our AP team. The successful candidate will be...

  • Senior Automation Quality Assurance Specialist

    3 weeks ago

    Noida, Uttar Pradesh, India InfoStride Full time

    **Job Summary:**We are seeking an experienced Senior Automation Quality Assurance Specialist to join our InfoStride team.**About the Role:The ideal candidate will have a strong background in software quality assurance with a focus on automation testing, using tools like Playwright, Cypress, or Selenium.This position requires experience in developing and...