Quality Assurance Specialist

4 days ago

Vadodara, Gujarat, India Etech Full time

Job Summary:

As a Quality Assurance Specialist at Etech, you will play a key role in ensuring the highest quality of our services. Your primary responsibility will be to conduct quality audits in accordance with current campaign guidelines and use designated tools to ensure targets are met and turnaround times are adhered to with defined accuracy standards.

Key Responsibilities:

  • Completes quality audits in accordance with current campaign guidelines and uses designated tools to ensure targets are met and turnaround times are adhered to with defined accuracy standards.
  • Provides written and verbal feedback to leaders/operations/clients on quality scores with areas of opportunities at the agent, process, and campaign level.
  • Provides necessary feedback to operations or clients to ensure critical compliance and behavior issues are reported or escalated, including unethical actions.
  • Assist Leaders with improving customer interactions, sharing feedback on calibration calls, and provide input for recommendations.
  • Assists with routine and ad hoc requests.
  • Supports projects and initiatives within the department.
  • Maintains confidentiality of all reports, files, schedules, databases, and documents; as well as all customer and proprietary information.
  • Sends data and reports to account stakeholders if needed.
  • Be open and responsive to consistent coaching; take an active role in performance planning and goal setting.
  • Be flexible in an environment by championing and embracing change.

Requirements:

  • Graduate or equivalent.
  • Minimum 1-year work experience; Quality experience is an added advantage.
  • Computer proficiency in MS Office.
  • Flexible in working hours is a must.
  • Good oral & written English skills and interpersonal communication skills.
  • Exceptional listening and analytical skills.
  • Ability to effectively organize, prioritize, multi-task and manage time.
  • Ability to work independently.
  • Excellent attention to detail.
  • Ability to exercise strict confidentiality in all matters.

We Expect You To Have:

  • Excellent problem-solving skills.
  • Able to work under pressure.
  • High level of integrity and professionalism.

About Us:

Etech is a leading provider of business process outsourcing and customer engagement solutions. We are committed to delivering exceptional customer experiences and driving business growth for our clients.

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