
Senior Quality Assurance Specialist
2 weeks ago
Quality Auditor
About This RoleWe are seeking a Quality Auditor to join our team. In this role, you will be responsible for ensuring and enhancing the quality of customer interactions within a sales or customer service process.
You will conduct transaction audits, provide agent feedback, identify training needs, and collaborate with internal teams to improve performance, customer satisfaction, and sales outcomes.
The position also requires proactive identification of process gaps and the use of quality tools to drive continuous improvement.
Key Responsibilities- Audit Calls and Emails
- Manage Transaction Quality Framework
- Identify Performance Gaps and Provide Feedback
- Prepare and Circulate Audit Reports
- Collaborate with Training Team
- Highlight Process Issues and Escalate
- Initiate Strategies to Enhance Team Performance
- Bachelor's Degree in Any Discipline
- Minimum 1 Year of Tenure at UpGrad
- Prior Experience in Customer Service or Sales
- Hands-on Experience with 7 QC Tools
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