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Enhancing Customer Experience Through Quality Assurance
2 weeks ago
As a Quality Assurance Specialist, you will play a critical role in ensuring high-quality delivery across all parameters. Your key responsibilities will include:
- Auditing calls, chats, and email interactions to assess product/process knowledge, communication skills, and soft skills.
- Conducting audits and providing feedback to improve scores and training throughput.
- Analyzing data and creating reports to identify areas for process improvement.
- Participating in calibrations to ensure consistent scoring and feedback delivery.
- Making recommendations to enhance the customer experience.
- Reducing learning curves and improving product/process knowledge among new joiners.
- Ensuring compliance with internal policies, procedures, and regulations.
- Providing real-time support on the floor as per business requirements.
- Prior experience handling quality for outbound sales accounts.
- Strong understanding of audit and coaching processes.
- Excellent writing and comprehension skills.
- Effective verbal and written communication skills.
- Technical knowledge of English communication principles.
- Hands-on experience with MS Office, preferably Excel and PowerPoint.
- Customer orientation and customer service attitude.
- Problem-solving skills and enthusiasm.
- Interpersonal skills and teamwork ability.
Benefits:
Working with a dynamic team to drive process improvements and deliver exceptional results.
Opportunities for professional growth and development.
Collaborative and supportive work environment.
About This Role:
This is an exciting opportunity to join our organization and contribute to our mission of delivering high-quality products and services.
