Quality Assurance Specialist IV - IN

Summary : EXP - 5-8yrs

Location - Gurgaon

Shift - UK Shift

Gender Diversity candidates only

This role involves assessing the performance of associates who interact with existing customers, with a particular focus on evaluating voice, accent, and language skills for employees whose first language is not English. The QA Specialist will monitor inbound and outbound calls, emails, and chat responses to gauge associates demeanor, customer service, and adherence to company policies and procedures. You will collaborate with a global / regional team, working closely with trainers and leadership to align with organizational needs and expectations. This role is crucial for maintaining high standards of customer interaction and ensuring that all associates meet the company's quality benchmarks in communication.

The Global Technical Operation (GTO) team is seeking a Quality Assurance Specialist committed to meticulous quality. This role involves assessing associates' performance, focusing on voice, accent, and language skills for non-native English speakers. The QA Specialist will monitor calls, emails, and chats to evaluate demeanor, customer service, and adherence to policies. You will collaborate with a global team, working closely with other trainers and leadership to meet organizational needs. This role is crucial for maintaining high standards of customer interaction and ensuring associates meet the company's communication quality benchmarks.

Description :

• Develop and implement quality measurements to track service and product improvements.
• Execute quality improvement activities, focusing on voice, accent, and language proficiency for non-native English speakers.
• Conduct call audits, analyze results, and provide detailed performance reports.
• Provide coaching and feedback to employees based on call audits.
• Conduct language training for new hires and refresher sessions for existing employees.
• Design and refine quality assurance standards and processes, incorporating language and communication skills.
• Ensure compliance with industry quality and safety standards.
• Create detailed reports documenting errors, issues, and improvement areas.
• Collaborate with the development team to enhance customer service training.
• Deliver customer service trainings, including :

Communication : Voice & Accent, Mastering Tone of Voice, Intensive Grammar Workshop, Email Writing Workshop.

Knowledge and Skills

Education

Experience

Locations - India - Gurgaon