Quality Assurance Specialist

5 days ago

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

Job Title: Quality Assurance Specialist

This role is focused on ensuring and enhancing the quality of customer interactions within a sales or service process.

The primary responsibilities include conducting transaction audits, providing agent feedback, identifying training needs, and collaborating with internal teams to improve performance, customer satisfaction, and sales outcomes.

To achieve this goal, we are looking for a candidate who can identify performance gaps and provide constructive feedback to agents. The ideal candidate will also be able to prepare and circulate regular audit reports, collaborate with the training team to enhance the quality of calls, emails, and chats, and highlight process or product-related issues and escalate them to the manager or relevant stakeholders.

Applicant Specifications & Qualifications:

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

Responsibilities:

  1. Conduct call and email audits based on defined guidelines and sampling methodology.
  2. Manage the transaction quality framework for a sales and/or customer service process.
  3. Provide one-on-one feedback to agents and prepare regular audit reports.
  4. Collaborate with the training team to enhance the quality of calls, emails, and chats.
  5. Highlight process or product-related issues and escalate them to the manager or relevant stakeholders.

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