Sales Quality Assurance Specialist at Office Beacon LLC · Remote only · 4 - 8 years · ₹5L - ₹10L / yr · Remote only · Posted 23 Dec 2022
quality guidelines as set forth by the company. The QAR achieves this objective by constantly
monitoring the associates’ transactions, scoring these monitors, and providing active personal
coaching and feedback to the associates.
Job Requirements:
● Perform assigned daily activities directed at monitoring, measuring, and evaluating
frontline staff transactions; ensuring a random sampling methodology
● Daily MIS monitoring and report analysis
● Provide analysis of quality performance, as requested
● Be a driver of the Make It Better Philosophy for our clients
● Attend and participate in regularly scheduled and adhoc calibration meetings/calls-
Live call barging
● Participate in the design and maintenance of comprehensive compliance plans that
ensure adherence with performance measures, quality standards and audit
requirements
● Provide frontline staff with quality evaluation feedback and coaching, as requested
Perform ad hoc projects as requested
● Perform other similar and related duties as required or as directed - call monitoring
and providing actionable insight, Conducting quality audits, Monitoring trends,
Technological Responsibilities,Training and coaching/Feedback,identifying employee
performance gaps,Strong analytical and problem-solving skills.
Top Competencies:
● Strong attention to detail
● Ability to focus for long periods of time
● Strong verbal and written communication skills
● Understanding of how to analyze data
● Time management / attendance
● Data driven
● Ability to see from multiple perspectives
EXPERIENCE
Minimum 1 year of experience in quality monitoring in call center
Shubham Vishwakarma
Full Stack Developer - Averlon
About Office Beacon LLC
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Job Title: Customer Support Quality analyst
Location: Bangalore, Koramangala (walkin interview)
Job Type: Full-time
Reports To: Quality Lead
Experience: Minimum 2 to 3 years as a Quality
Analyst in a customer service environment
QA engineers don't apply!!
As a Quality Analyst, you will audit customer interactions across voice, chat and ticketing, email channels,
identify what is going wrong and why, and convert those findings into feedback and coaching that
measurably improves agent performance. The role carries end-to-end ownership of the quality cycle —
auditing against defined parameters, marking critical errors accurately, delivering structured feedback,
participating in calibration, identifying training needs and publishing quality reporting. You will work closely
with the Training team and with Operations, so findings translate into action on the floor rather than sitting
in a report.
Bachelor's degree or equivalent.
• Minimum 2 to 3 years of experience as a Quality Analyst in a customer service, customer support or
contact centre environment.
• Hands-on experience auditing interactions across at least one of voice, chat or ticketing, with exposure
to more than one channel preferred.
• Working knowledge of quality management or audit tools, and the ability to pick up a new platform
quickly.
• Sound understanding of quality parameters, critical error frameworks and audit governance.
• Practical experience of feedback mechanisms and coaching models, with a track record of feedback
that changed agent behaviour.Experience of participating in calibration and maintaining scoring consistency.
• Strong analytical skills and working Excel — pivot tables, lookups and comfort handling large audit data
sets.
• Excellent written and verbal communication, with the ability to write observations a third party can act
on without further explanation.
• Objectivity and the confidence to hold a position in a performance conversation, balanced with
empathy towards agents.
• Ability to manage multiple priorities and meet audit and reporting deadlines consistently.
Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon