Associate Quality Assurance

Job Overview

We are seeking a detail-oriented and proactive Associate - Quality Assurance to lead quality assurance efforts across our operational processes. The ideal candidate will be responsible for monitoring key performance indicators, ensuring adherence to quality standards, conducting periodic knowledge assessments, and driving continuous improvements. This role is critical in maintaining operational excellence and ensuring compliance with established procedures.

Responsibilities

• Call Handling Overview: Identify patterns or inconsistencies in call handling across the team. Escalate any anomalies or significant drops in performance to the management.
• Quality Audits: Randomly audit recorded calls to evaluate adherence to quality standards, tone, accuracy of information shared, and overall customer experience. Provide actionable insights and recommendations to improve call efficiency and service quality. Share feedback with individual team members and suggest improvements.
• Call Handling Compliance: Ensure that team members are following standard call scripts, compliance guidelines, and customer service protocols. Identify training needs based on recurring issues observed during call reviews.
• Performance Dashboards: Maintain and update call performance dashboards for transparency and trend analysis. Collaborate with operations and training teams to close performance gaps.
• Customer Experience Monitoring: Listen for red flags in customer interactions (e.g., unresolved issues, dissatisfaction) and flag them for immediate attention. Contribute to improving customer satisfaction scores through proactive monitoring and feedback loops.

Requirements

• Any graduate with minimum 1 year experience in the role of Quality Assurance, monitoring various processes.
• Excellent written and verbal communication.
• Good command over MS Excel and Data retrievals and assessments.
• Apt to work on multiple tasks.
• Attention to details.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.