Senior QA Auditor

2 weeks ago

Tiruchi, Tamil Nadu, India beBeeQuality Full time ₹ 5,00,000 - ₹ 10,00,000
Job Title: Quality Assurance Specialist

The primary objective of this role is to ensure the highest level of quality in our organization's operations by conducting thorough audits and assessments.

  • We are seeking an experienced Quality Assurance Specialist who can conduct quality assurance audits or phone calls to assess the performance of associates.
  • The goal is to evaluate associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

Key Responsibilities:

  • Perform call monitoring and provide feedback as per SLA or internally defined standards.
  • Conduct trend analysis to identify areas for improvement.
  • Understand process/function goals and contribute to achieving them.
  • Coordinate calibration sessions and initiate action plans to reduce variance.
  • Prepare and analyze internal and external quality reports for management review.
  • Multitask and manage time effectively.
  • Ensure adherence to process quality SLAs.
  • Communicate with clients on process-related issues and updates.
  • Listen actively and present information clearly.
  • Apply functional knowledge to aligned projects.

Requirements:

  • 1+ year of experience in collections processes required.
  • Prior 3rd Party or 1st Party Collections experience preferred.
  • Self-motivated and adaptable individuals who can adapt quickly.
  • Attention to detail, time management, and decision-making skills essential.
  • Ability to follow up on developed plans addressing issues and problems.
  • Flexible and urgency-driven environment required.
  • Ability to multitask and operate in fast-paced team environments.
  • Creative ability and writing proficiency a plus.

Qualification:

  • Bachelor's degree required.
  • Excellent verbal, written, and interpersonal communication skills necessary.
  • Exceptional listening and analytical skills a must.

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