Quality Assurance Specialist
7 days ago
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.
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