Quality Assurance Specialist

We are seeking a Quality Assurance Specialist for our expanding call center operations. Ideal candidate would possess at least 1 year of QA Assurance experience from a reputed USA based BPO and be equipped with exceptionally honed listening skills.

Responsibilities

• Perform live call monitoring and provide trend data to the site management team.
• Perform daily evaluations of customer interacting departments.
• Participate in all QA meetings, training and workshops to be aligned with the team and better understand the updates and processes.
• Making and sharing daily productivity reports.
• Participate and coordinate in calibration sessions.
• Call Scoring according to call evaluation.
• Provides feedback to Sales reps, team leaders, and managers.
• Conduct feedback and training sessions for reps.
• Resolve any disputes filed by reps, TLs, and/or Managers.
• Prepares and analyses internal and external quality reports for management staff review.
• Perform any and all other duties as assigned.
• Achieve all daily and monthly KPIs.
  
  

• Bachelor’s Degree is preferred.
• Excellent English communication skills with a good ear for American accent and vernacular.
• Must be comfortable with working night shift.
• Excellent verbal, written, and interpersonal communication skills.
• One year experience as call center QA is a MUST
• Excellent proficiency in MS-Excel (Stats/Graphs)
• Adaptability.
• Detail oriented.
• Exceptional listening and analytical skills.
• Selection Process.
• Candidates will first go through an assessment test.
• Only those candidates who pass the assessment test will go through the next round of interviews.
  
  

• Excellent remuneration
• Health Insurance (Self & spouse)
• A chance to work with the Nation’s largest and premium BPO network.