Quality Assurance Expert

3 days ago

Chennai, Tamil Nadu, India beBeeQuality Full time ₹ 6,00,000 - ₹ 12,00,000
Job Title: Quality Assurance Expert

Job Summary:

We are seeking a highly skilled professional to fill the role of Quality Assurance Expert. The successful candidate will be responsible for ensuring high performance delivery on all quality parameters and providing audit calls, chats/email interactions on product/process, communication and soft skills parameters.

Key Responsibilities:

  • Audit calls, chats/email interactions on product/process, communication and soft skills parameters.
  • Conduct thorough audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion.
  • Perform data analysis and make designated reports/decks.
  • Participate in calibrations to ensure consistent scoring & feedback delivery approach.
  • Communicate effectively to heighten awareness and focus on importance of positive customer experience.
  • Make recommendations and drive process improvement initiatives.
  • Reduce learning curve and help enhance product/process knowledge of new joiners.
  • Ensure adherence to internal policies, procedures, and compliance regulations.
  • Engage in customer/client interactions by utilizing process knowledge and highlighting key areas for improvement.
  • Prepare Training Needs Analysis (TNA), publish and execute for 100% closure.
  • Provide real-time support (production/live support) on the floor as per business requirements.

Requirements:

  • Prior experience in handling quality for outbound sales accounts.
  • Must understand audit and coaching processes.
  • Excellent writing and comprehension skills.
  • Exceptional verbal and written communication skills.
  • Technical knowledge of English communication - sentence construction, grammar, punctuation etc.
  • Effective presentation, feedback and coaching skills.
  • Hands-on experience with MS Office; preferably with MS Excel and PowerPoint.
  • Customer orientation and customer service attitude.
  • Effective problem-solving skills and high energy levels.
  • Interpersonal skills and teamwork capabilities.
  • Ability to handle/analyze data to generate quantitative and qualitative analysis.

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