Senior Quality Assurance Specialist

10 hours ago

Alleppey, Kerala, India beBeeQuality Full time ₹ 8,00,000 - ₹ 12,00,000

Job Title: Senior Quality Assurance Specialist

Description:

  • The role of the Senior Quality Assurance Specialist is to conduct comprehensive quality assurance audits or assessments.
  • This involves evaluating the performance of associates who interact with customers, ensuring adherence to organizational standards and best practices.
  • The Senior Quality Assurance Specialist will monitor inbound and outbound calls and emails to assess associate's technical accuracy, customer service performance, and overall demeanor.

Key Responsibilities:

  • Complete call monitoring and provide feedback as per Service Level Agreements or internal guidelines.
  • Perform trend analysis and present data to relevant teams.
  • Understand process/function goals and contribute to achieving them.
  • Conduct calibration sessions and develop action plans to reduce variance.
  • Analyze internal and external quality reports for management review.
  • Demonstrate strong multitasking and time management skills.
  • Ensure adherence to process quality Service Level Agreements.
  • Collaborate with clients on process-related issues and updates.
  • Communicate effectively, taking others' perspectives into account.
  • Present information clearly and demonstrate expertise in functional knowledge.

Requirements:

  • Minimum 1+ year of experience in collections processes.
  • Preferred experience in third-party or first-party collections.
  • Must be a self-motivator and self-starter.
  • Strong attention to detail, time management, and decision-making skills.
  • Vigilant in following up on implemented plans addressing issues and problems.
  • Demonstrate flexibility and a sense of urgency.
  • Able to adapt well to change and adjust priorities as needed.
  • Ability to multitask and work effectively in a fast-paced team environment.
  • Creative ability and writing proficiency.

Qualification:

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

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