About Us
With over 15 years of hands-on experience, we deliver full-spectrum loyalty and engagement solutions-spanning strategy, tech, fulfilment, analytics, and field execution.
Job Description
The Quality Assurance Specialist will be responsible for ensuring that all customer interactions meet company standards for quality and compliance. They will be required to monitor and evaluate calls, emails, and chats, and provide accurate feedback to team members and managers for the areas of improvement. The QA Specialist will also be responsible for conducting training and sessions with team members and participating in quality improvement initiatives.
What Would You Be Doing?
BPO is our first point of integration with the outside world and it's important that we leave a positive impression on all interactions at all times ( without exceptions ) and Quality Analyst holds a position of responsibility to make this happen with his experience and expertise being available to the team.
- Monitor and evaluate customer interactions to ensure compliance with company quality standards and regulatory requirements.
- Provide constructive feedback to team members and managers to improve performance and quality.
- Participate in quality improvement initiatives to identify opportunities for process improvement and best practices.
- Maintain accurate records of evaluations, feedback, and training sessions.
- Collaborate with other teams to develop and implement quality assurance procedures and guidelines.
- Be Proactive in identifying potential issues/concerns or threats and implement controls to sustain operations
- Identify and execute plans to eliminate operational inefficiencies using continuous improvement techniques.
- Improve the operational systems, processes and policies in support of organization mission. Specifically, support better management reporting, information flow and management, business process and organizational planning
Requirements:
- Bachelor's degree in a related field or equivalent work experience.
- At least 1 year of experience in quality assurance, preferably in a BPO setting.
- Proficiency in Advanced Excel with strong analytical/ logical thinking skills.
- Strong understanding of quality assurance processes and methodologies.
- Effective leadership skills to inspire, motivate and lead the team to success.
- Excellent communication, coaching, and feedback skills.
- Ability to multitask, prioritize, and manage time effectively.
- Detail-oriented and analytical.
- Knowledge of call center technology and tools.
Job Type: Full-time
Pay: ₹360,000.00 - ₹400,000.00 per year
Benefits:
Application Question(s):
- What part of TriCity are you located in ( e.g Mohali, Chd, Panchkula, etc )
- Can you commute to Mohali Phase 8 with Ease for Work
- Are you immediately available to join? / Whats is your Notice Period?
- What are your MS office Proficiency Levels for Reporting / day-to-day use
Experience:
- BPO Quality Analysts: 3 years (Required)
Work Location: In person
