Quality Assurance Specialist

Quality Assurance Specialist

Location: Fayetteville, NC

Type: Full-time

Department: BFSI (Banking, Financial Services, and Insurance)

Job Summary

The Quality Assurance Specialist is responsible for promoting and maintaining the organization’s quality standards, processes, and procedures. This role involves monitoring interactions, conducting calibrations, identifying gaps and trends, and providing feedback across departments to ensure continuous improvement.

Responsibilities

• Monitor, calibrate, and support quality standards set by the client and the organization
• Evaluate voice, email, and chat interactions based on established quality standards and metrics
• Utilize call monitoring software and other tools to assess agent performance
• Accurately document and track evaluation results
• Provide constructive feedback to agents, highlighting strengths and areas for improvement
• Participate in coaching sessions and calibration meetings to ensure consistent evaluation standards
• Generate regular reports on quality metrics and performance indicators
• Provide insights and recommendations to management for process improvements
• Maintain a thorough understanding of company policies, procedures, and quality standards
• Ensure compliance with relevant regulations and industry best practices
• Support the development and implementation of quality improvement initiatives
• Collaborate with team leaders and training teams to address trends and performance gaps
• Participate in team meetings and foster a positive, collaborative work environment
• Adhere to company policies and procedures
• Meet or exceed performance targets and KPIs
• Continuously improve knowledge of products, services, and processes through training
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues
• Perform other duties as assigned

Eligibility Requirements

• At least 1 year of experience in a quality assurance role or related field
• Proven experience in a call center quality assurance environment
• Strong understanding of call center metrics and QA methodologies
• Excellent listening, analytical, and problem-solving skills
• Ability to provide constructive feedback and coaching
• Strong verbal and written communication skills
• Proficiency in computers, software applications, and call monitoring tools
• Quality Assurance Methodologies
• Active Listening
• Analytical Thinking
• Problem Solving
• Process Improvement
• Compliance
• Results-Driven Mindset
• Attention to Detail
Team Collaboration

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How to Apply

• Click "Apply Now" to submit your resume through our career site
• Be sure to include any relevant experience that aligns with the role.
• Qualified candidates will be contacted by a member of our recruitment team for next steps

About eClerx

eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.

The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.

For more information, visit www.eclerx.com

You can also find us on:

https://www.linkedin.com/company/eclerx/

https://www.really.com/cmp/Eclerx/about

https://www.glassdoor.com/eClerx

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here