
Quality Assurance Professional
1 week ago
We are seeking a Quality Assurance Executive to join our team in the Quality Assurance department. The ideal candidate will be responsible for monitoring calls and providing coaching/feedback. The shift timings are rotational, and the resource will be required to work on-site.
Key Responsibilities- Client coordination and management.
- Transaction monitoring and call evaluations to ensure compliance with industry standards.
- Providing trending reports to stakeholders.
- Facilitating calibration sessions to ensure quality standards are met.
- Conducting daily audit sessions to identify areas for improvement.
- Providing specific feedback via post-monitoring annotations.
- Auditing transactions performed by the operations team to ensure accuracy and efficiency.
- Health checks on new processes to ensure they meet quality standards.
- Monitoring and scoring strategic and random customer transactions to identify trends and areas for improvement.
- Participating in calibration sessions to ensure consistency in quality standards.
- Call listening sessions to evaluate agent performance.
- Preparing trending reports to provide insights to stakeholders.
- Generating performance intelligence reports to identify areas for improvement.
- Minimum Bachelor's degree.
- Excellent communication skills, both written and oral.
- Strong analytical skills to interpret data and identify trends.
- Proficiency in MS Office, especially Excel.
- Team player with strong people management skills.
- Knowledge of industry standards such as CSAT, NPS, and Compliance.
We value our employees' contributions and offer a competitive compensation package, comprehensive benefits, and opportunities for professional growth and development.
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