Service Quality Expert

4 days ago

Mumbai, Maharashtra, India beBeeQuality Full time ₹ 35,00,000 - ₹ 45,00,000

Job Summary:

The Quality Assurance Specialist role focuses on ensuring and enhancing the quality of customer interactions within a sales or customer service process.

Key Responsibilities:

  • Conduct thorough call and email audits based on defined guidelines and sampling methodology.
  • Oversee the transaction quality framework for a sales and/or customer service process.
  • Identify performance gaps and provide constructive feedback to agents.
  • Prepare and circulate regular audit reports to internal stakeholders.
  • Collaborate with the training team by sharing insights to enhance the quality of calls, emails, and chats.
  • Highlight process-related issues and escalate them to relevant stakeholders.
  • Proactively initiate strategies to improve team performance, boost customer satisfaction, and increase sales conversions.

Applicant Specifications & Qualifications:

  • A graduate degree in any discipline is required.
  • Must have completed at least 1 year of tenure in a similar role.
  • Prior experience in a customer service or sales process is necessary.
  • Hands-on experience with quality control tools is essential.

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