Quality Assurance Professional
3 days ago
Key Responsibilities:
- Audit the number of cases/calls as mandated by clients and track performance.
- Review calls/completed cases for adherence to internal/regulatory guidelines.
- Record feedback on agents and areas for improvement.
- Bring necessary changes to processes and update core processes.
- Attend calibration sessions internally and with clients.
- Identify root causes and share observations with Operations.
Requirements:
Qualifications:
- Minimum 2-3 years of experience as QA in contact center/BPO.
- 2-4 years of customer service experience; preferred banking operations experience.
- Undergraduate/bachelor's degree.
- Basic understanding of quality methodologies like Six Sigma, Lean, and kaizen.
- Excellent communication and feedback/coaching skills.
- Proficient in MS Office applications like PowerPoint and Excel.
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