Quality Assurance Specialist

0 years

0 Lacs

Posted:4 days ago| Platform: Linkedin logo

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Work Mode

On-site

Job Type

Full Time

Job Description

About the Company


Responsibilities



  • Responsible for calibrating and supporting quality standards.
  • Participates in joint call (contact) monitoring with client, client services team and call center team.
  • Ensure that client quality and corporate customer satisfaction goals are met or addressed in a timely manner.
  • Analyze customer satisfaction and dissatisfaction data; recommend solutions to address root cause.
  • Monitor quality and accuracy attributes; recommend solutions to address root cause.
  • Assist in customization of quality review guidelines per client specification and creation of plans to achieve quality/customer satisfaction goals.
  • Provide recommendations on improving the quality process to achieve goals and objectives.
  • Well versed with 7 QC Tools, Fishbone analyses, Pareto Analysis, Quality Tools.
  • Develop a strong partnership with Client quality contacts to ensure quality goals and objectives are calibrated.
  • Coordinate efforts with Educational Services to ensure that appropriate training and development is in place to address client quality initiatives.
  • Monitor COPC requirements for the site.



Qualifications



  • Education: HSC / Grad
  • Experience Target: One or more years’ experience demonstrating knowledge of call center operations, goals and processes.



Required Skills


Pay range and compensation package


Location


Shifts


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