Quality Assurance Specialist

2 weeks ago


Bengaluru, Karnataka, India Apna Full time

About Apna's Quality Auditor and Trainer Role

We are looking for a skilled Quality Auditor and Trainer to join our team in Bangalore. As a Quality Auditor and Trainer, you will be responsible for conducting comprehensive audits, providing actionable insights, and training team members on quality standards and customer service best practices.

Key Responsibilities

  • Auditing
    • Conduct thorough audits focusing on People, Processes, and Product.
    • Identify and document observations, non-conformities, and areas for improvement.
    • Analyze audit findings to provide data-driven insights and recommendations.
    • Ensure compliance with internal quality metrics and standards.
  • Training
    • Develop and deliver training programs for team members on quality standards, processes, and customer service best practices.
    • Facilitate soft skills training to enhance team performance in customer support roles.
    • Monitor and evaluate the effectiveness of training sessions and make necessary adjustments.
  • Quality Assurance
    • Oversee the implementation and adherence to quality assurance processes in both voice and non-voice channels.
    • Work closely with team leads to ensure that quality standards are met and exceeded.
    • Utilize data and analytics to track performance trends and drive continuous improvement.

Requirements

  • Education and Certification
    • Bachelor's degree or equivalent experience in a related field.
    • Green Belt certification is mandatory.
  • Experience
    • 1-2 years of experience in training and auditing within a customer support environment.
  • Industry Knowledge and Skills
    • Solid understanding of the service industry, including voice and non-voice processes.
    • Strong analytical skills with the ability to interpret data and provide actionable insights.
    • Excellent communication and presentation skills.
    • Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and Google Suite (Docs, Sheets, Slides).
    • Ability to train and mentor team members effectively.

Attributes

  • Ability to work independently and as part of a team.
  • Strong organizational and time management skills.
  • Proactive and solution-oriented mindset.
  • Adaptability and willingness to learn and grow within the role.


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