Quality Assurance Specialist

7 days ago


Bengaluru, Karnataka, India Convin Full time
{"title": "Quality Assurance Specialist", "content": "Quality Assurance Specialist

Convin is a cutting-edge conversation intelligence platform that empowers organizations to elevate customer experiences and improve sales/collections. As a Quality Assurance Specialist, you will play a pivotal role in ensuring the highest standards of quality in our contact center operations.

Key Responsibilities:

  • Conduct regular quality assurance assessments to evaluate the performance of our contact center operations and processes.
  • Perform audits and reviews of customer interactions, transactions, and documentation to identify areas for improvement.
  • Collaborate with cross-functional teams to address quality issues and implement corrective actions.
  • Provide feedback, coaching, and training to agents to improve performance and adherence to quality standards.
  • Monitor adherence to regulatory compliance requirements and industry best practices.

Requirements:

  • Proven experience working in a Quality Analyst role within the contact center industry.
  • Excellent analytical skills with the ability to interpret data, identify trends, and make recommendations for improvement.
  • Strong attention to detail and accuracy in performing audits, reviews, and assessments.
  • Effective communication skills with the ability to provide constructive feedback and interact with stakeholders at all levels.
  • Proficiency in using quality tools, software, and systems.

Why Convin.ai?

  • A professional yet friendly workplace that values growth, creativity, and innovation.
  • Mentorship and opportunities to develop your skills.
  • A collaborative team culture where your contributions make a meaningful impact.
", "lang_code": "en"}

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