Quality Specialist

Urgent Hiring | Specialist – Quality (International Voice Process) | Leading BPM Industry

We are hiring Specialist – Quality for a leading BPM organization.

Location: Bengaluru, Indore, hyderabad

Experience: 4+ Years

Key Responsibilities:

• Conduct call audits to evaluate communication, customer experience, compliance, and process adherence.
• Identify quality gaps and recommend corrective actions.
• Provide constructive feedback and coaching to improve agent performance.
• Track and report quality scores and performance metrics.
• Partner with Team Leaders and Trainers on performance improvement initiatives.
• Participate in internal and client calibration sessions.
• Maintain quality dashboards, audit logs, and documentation.
• Drive process improvement initiatives to enhance customer satisfaction.

Eligibility:

• Bachelor's degree.
• Minimum 4 years of experience in Quality Assurance within a contact center environment.
• At least 1 year of experience as a Quality Analyst.
• Experience in an international voice contact center is mandatory.

Required Skills:

• Strong experience in international inbound voice processes.
• Expertise in call monitoring and voice quality audits.
• Good understanding of contact center metrics such as AHT, CSAT, FCR, Quality Score, etc.
• Hands-on experience with the 7 QC Tools.
• Exposure to Six Sigma methodologies.
• Strong analytical, reporting, and MS Excel skills.
• Excellent communication, coaching, and stakeholder management skills.

If you're interested or know someone who fits this role, please share your updated CV [email protected].