QA Specialist

The QA Specialist plays a critical role in maintaining and improving the organization's quality standards across various processes. This individual will be responsible for developing and implementing quality assurance protocols, monitoring compliance, and providing actionable insights to enhance overall performance. The QA Specialist will work closely with various departments to ensure continuous improvement and adherence to industry standards and company policies.

Key Responsibilities:

1. Quality Assurance Protocols:
   

• Develop and implement quality assurance protocols, testing methodologies, and monitoring processes to ensure high standards of service.
  
• Create and update quality monitoring scorecards to evaluate performance effectively.
  

• Conduct regular quality audits of calls, documentation, and system usage to ensure process adherence.
  
• Monitor compliance with company policies and industry standards, addressing any discrepancies promptly.
  

• Analyze performance metrics to identify trends, gaps, and opportunities for improvement.
  
• Create detailed reports with actionable insights to support decision-making processes.
  

• Identify training gaps and collaborate with team leads and trainers to develop targeted improvement strategies.
  
• Provide constructive feedback to team members based on quality assessments to enhance performance.
  

• Manage and maintain QA documentation, including process guidelines, best practices, and policy updates.
  
• Ensure that all documentation is up-to-date, accessible, and in compliance with company standards.
  

• Conduct periodic assessments of team performance through quality monitoring tools and scorecards.
  
• Deliver constructive feedback to team members to drive improvement and maintain high-quality standards.
  

• Ensure compliance with relevant industry standards, company policies, and regulations.
  
• Stay updated with best practices in quality assurance to maintain a competitive edge.
  

Key Skills & Competencies:

• Strong analytical and reporting skills
  
• Excellent attention to detail
  
• Effective communication and feedback skills
  
• Ability to collaborate across teams
  
• Knowledge of quality assurance methodologies and best practices
  
• Proficiency in QA tools and software
  
• Problem-solving and critical-thinking skills
  

Qualifications & Experience:

• Bachelor's / Master's degree in a relevant field or equivalent work experience
  
• Proven experience of 3-5 years in quality assurance, preferably in a customer service or operations environment
  
• Familiarity with quality monitoring tools and performance management systems
  
• Knowledge of industry standards and regulatory requirements
  

• Opportunity to work in a fast-paced and dynamic environment.
  
• Make a real impact on the company's growth and success.
  
• Be part of a collaborative and supportive team.​
  
• Personal Loans
  
• Free online doctor consultations
  
• Monthly engagement activities