Senior Quality Assurance Specialist
4 days ago
We are a rapidly growing young company, founded by IIT Delhi Alumni, leveraging AI/ML to improve sales, collections, and customer experience. Our platform automates quality & coaching for reps and provides deep business insights for leaders.
At Convin.ai, we focus on bringing efficiency and reducing costs while catering to clients across Health-tech, Ed-tech, Fintech, E-commerce, and consumer services like Treebo, SOTC, Thomas Cook, Aakash, MediBuddy, and PlanetSpark.
Job DescriptionAs our Senior Quality Assurance Specialist, you will be responsible for conducting regular quality assurance assessments to evaluate Contact center operations and processes. You will perform audits and reviews of customer interactions, transactions, and documentation to identify areas for improvement.
You will collaborate with cross-functional teams including operations, training, and client services to address quality issues and implement corrective actions. Additionally, you will provide feedback, coaching, and training to agents to improve performance and adherence to quality standards.
You will also monitor adherence to regulatory compliance requirements and industry best practices. Furthermore, you will participate in client meetings, presentations, and discussions to address quality-related inquiries and concerns.
Requirements-
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