Quality Assurance Specialist

24 hours ago

Bengaluru, Karnataka, India Golden Opportunities Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Job Summary:

We are looking for a dedicated and experienced Specialist Voice Quality to oversee and ensure the delivery of top-notch voice interactions within our customer service team. The ideal candidate will have a strong background in voice process quality management, with total 4+ Yrs with at least 1+years of relevant experience.

Key Responsibilities:

  • Lead and manage a team of quality analysts focused exclusively on voice processes.
  • Monitor, evaluate, and improve voice interactions to ensure adherence to quality standards.
  • Develop and implement quality assurance strategies, call evaluation frameworks, and feedback mechanisms.
  • Identify performance gaps and conduct root cause analysis to recommend improvements.
  • Conduct calibration sessions and training interventions to maintain consistency across teams.
  • Prepare and present detailed quality reports and actionable insights to leadership.
  • Stay updated with the latest quality tools and techniques specific to voice-based customer service.
  • Work collaboratively with operations and training teams to drive quality improvements.

Required Skills & Qualifications:

  • Minimum 4+ years of experience in voice quality assurance.
  • Strong understanding of QA methodologies specific to voice-based BPO/Contact Center environments.
  • Excellent communication, analytical, and coaching skills.
  • Proven ability to manage performance metrics and quality audits effectively.
  • Experience in using quality monitoring tools and CRM systems.
  • Ability to thrive in a fast-paced, dynamic environment.

Interested candidate can share updated resume to

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