Quality Assurance & Quality Check Officer

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Job Overview

Key Responsibilities

• Quality Monitoring & Auditing
• Conduct daily, weekly, and monthly audits of inbound/outbound calls, chat conversations, and email responses.
• Evaluate customer interactions based on predefined quality parameters and scorecards.
• Identify non-compliance issues, communication gaps, and process deviations.
• Maintain accurate QA reports and dashboards.
• Feedback & Coaching
• Share constructive feedback with team members and team leads.
• Conduct one-on-one coaching sessions to address performance gaps.
• Suggest process improvements based on audit findings.
• Process Improvement & Insights
• Collaborate with Operations, Training, and Sales teams to improve SOPs.
• Highlight recurring customer issues, product concerns, or user experience challenges.
• Recommend workflow or script enhancements to optimize customer service quality.
• Reporting & Documentation
• Prepare weekly/monthly QA summaries and MIS reports.
• Maintain detailed audit logs, compliance checklists, and process documentation.
• Ensure adherence to regulatory and organizational quality standards.
• Compliance & Standards
• Ensure customer interactions comply with company policies, quality guidelines, and data protection norms.
• Support internal and external quality audits as required.
  

Key Skills & Competencies Required

• Strong analytical and observation skills.
• Excellent verbal and written communication skills.
• Ability to evaluate tone, clarity, accuracy, and empathy in interactions.
• Knowledge of quality monitoring tools (QM tools, CRM dashboards, etc.).
• Good understanding of sales processes and customer service workflows.
• Ability to work under pressure and handle multiple audits daily.
• Proficiency in MS Excel, reporting, and documentation.
  

Education

Preferred Qualifications

• Bachelor’s Degree in any field (BBA, B.Com, BA, BSc, etc.).
• Preferred: MBA or PG Diploma in Sales, Operations, Quality, or Customer Service (optional).
  

Certifications (added Advantage)

• Quality Assurance certifications (e.g., Six Sigma Yellow Belt).
• Customer Service or Communication certification.
• Training & Development certifications.
  

Experience

• 1–3 years experience as a Quality Analyst / QC Officer in BPO, customer support, sales support, or similar role.
• Experience in call auditing, email review, and chat quality monitoring is highly preferred.
  

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