Quality Assurance Officer

Job Description

About Us: Virtuoso Professional Services is a leading new-age outsourcing and consulting services firm, currently based in Delhi NCR. It is lead managed by highly qualified professionals with experiences in different geographies as well as different industries, bringing and offering a vast horizon of insights and solutions for our clients. To read more about our firm, please visit www.consultvirtuoso.com. Job Overview: The Quality Assurance Officer in our firm will be responsible for monitoring, measuring and controlling quality deliverables to ensure that the required quality standards are met. Key Responsibilities: 1. Monitors and evaluates CSR and operational quality performance in compliance to predefined standards. 2. Performs 1:1 coaching activities to CSRs and maintain follow-up. 3. Develops procedures, policies and standards for core business operations, and supporting functions. 4. Initiates, monitors, and tracks all corrective actions and resolutions. 5. Conducts internal quality audits, to measure the effectiveness of the quality management system. 6. Develops automated solutions for monitoring and evaluating the quality standards using MS Access. 7. Conducts quality assurance training to new hires. 8. Promotes quality awareness amongst the Operations Department. 9. Develops and analyzes quality performance reports. 10. Develops account Scripts and FAQ’s. 11. Develops evaluation forms and checklists. 12. Maintain the confidentiality of internal and external information. 14. Implement and act in accordance with the organization’s information security policies. 15. Protect assets from unauthorized access, disclosure, modification, destruction or interference. 16. Report security events or potential events or other security risks to the organization. Qualifications: • A bachelor's degree in marketing, business administration or any relevant field is mandatory. Master’s degree is a plus point. • Minimum 3-8 years of experience in similar roles. • Strong working knowledge in Microsoft office suite of programs including Word, Excel and PowerPoint etc • Able to communicate effectively • Excellent technical, communication and problem solving skills. • Professional proficiency in English Language. • Competencies: o Leadership- Takes initiative, takes ownership, demonstrates accountable behavior, displays early signs of leadership Demonstrates company values. o Teamwork- Utilizes appropriate professional communication as required with his peers and superiors, demonstrates good business acumen. Exhibits good presentation skills. o Communication Skills- cooperative and positive attitude with peers and superiors. o Result Oriented- Understand results desired from his work, meets deadlines with desired work quality, holds self-accountable to results. o Problem Solving and Decision Making- Demonstrates problem solving skills, makes sound decisions at the level required for his job. Other Details: • Work From Office Model • Office Location: Delhi NCR • Office Timings: 9:30 AM to 6:30 PM • Job Type: Full Time and Permanent • Hiring Process: Takes 2-4 weeks Perks & Benefits Beyond the Salary: • Possible opportunities to travel (foreign) for work • Competitive salary • Opportunities for professional growth and development • A collaborative and supportive work environment Please apply today! Vacancies are filling fast!