Process Associate Quality Assurance

Enoah Isolution

0 - 3 years

2 - 5 Lacs

chennai

Posted:4 hours ago| Platform:

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Skills Required

analytical skills training typing speed quality standards manager quality assurance excel compliance associate quality assurance customer experience quality compliance

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles & Responsibilities

Monitor and evaluate recorded calls for quality, compliance, and customer experience.
Assess agent adherence to scripts, communication standards, and process guidelines.
Identify performance gaps and recommend coaching, feedback, or training needs.
Prepare, maintain, and present quality assessment reports on a regular basis.
Document non-compliance issues and share findings with operations and relevant teams.
Collaborate with operations and training teams to enhance processes and agent performance.
Ensure compliance with company policies, client requirements, and legal regulations.
Participate in calibration sessions to maintain consistent quality standards.
Support quality-related escalations and contribute to resolution efforts.
Stay updated on client guidelines, industry standards, and quality assurance best practices.

Desired Skills & Competencies

Excellent verbal and written communication skills with a neutral accent.
Typing speed of minimum 30 words per minute.
Basic knowledge of MS Office (Excel preferred) and computer applications.
Previous experience or exposure to APS retrieval calling and Quality Assurance is an added advantage.
Strong analytical skills, attention to detail, and problem-solving ability.

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