Lead Quality Assurance Specialist

1 week ago


Bengaluru, Karnataka, India Convin Full time
Convin - A Platform Revolutionizing Sales and Customer Experience

We are a young, pre-series A company on a mission to leverage AI/ML to improve sales, collections, and customer experience. Our platform helps organizations automate quality and coaching for reps while providing business insights for leaders.

We work with clients across various industries, including Health-tech, Ed-tech, Fintech, E-commerce, and consumer services. Some of our notable clients include Treebo, SOTC, Thomas Cook, Aakash, MediBuddy, and PlanetSpark.

About the Role

We are seeking an experienced Lead Quality Assurance Specialist to join our team. As a key member of our operations team, you will be responsible for conducting regular quality assurance assessments to evaluate contact center operations and processes.

Your responsibilities will include:

  1. Performing audits and reviews of customer interactions, transactions, and documentation to identify areas for improvement.
  2. Collaborating with cross-functional teams to address quality issues and implement corrective actions.
  3. Providing feedback, coaching, and training to agents to improve performance and adherence to quality standards.
  4. Maintaining regulatory compliance requirements and industry best practices.
Requirements

To be successful in this role, you will need:

  • 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.
What We Offer

We offer a professional and friendly workplace that values growth, creativity, and innovation. You will have opportunities to develop your skills and contribute to a collaborative team culture where your contributions make a meaningful impact.

The estimated salary for this role is $80,000-$100,000 per year, depending on experience and qualifications.



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