Job Attributes+

- Job ID P1-6021186-1

- Req ID P1-6021186-1

- Job Category Training & Quality

- Job Location AWFIS, Ground Floor, Vajram Esteva, New Survey No. 57/4, old survey no: 57/2,

Bengaluru, Karn taka

IN

Supervisor, Quality Assurance Full Location: Bengaluru - IN The Supervisor, Quality Assurance is responsible in communicating Customer Experience trends and updates to internal and external customers.

This position is cross skilled in 3 or more accounts and has expert analytical skills and provides advanced insights also a mentor to CX Analysts. The Role is an Expert Speech Analytics Search Builder and also conducts internal and external calibration, RCA sessions and doing audit the auditor and reviewing data set and deep dive analysis

We expect greater of ourselves... What s Your Greater Come find it at ResultsCX!

In this role you will:

- Communicate with internal and external clients regarding enterprise, site, team, and agent performance
- Evaluate, document, and analyze calls through Call Miner to identify employee performance, call center trends, and customer satisfaction levels
- Facilitate calibration/listening sessions, RCA of client and customer escalations
- Perform other duties, functions, and tasks that are incidental and inherent to the job.
- Develop search-based categories utilizing customer and associate language in tangent with Boolean and Proximity Operators
- Research and understand customer and associate language from multiple accounts
- Innovate strategies and solutions for quality, verifications, and customer advocacy group behaviors
- Properly document the different stages in the build process
- Present and define Category and Score event language, statistics, and the process of development

To join our team, you need:





- Expertise on Customer Experience Standards- clients and internal customers
- Two or more years of successful, progressively responsible experience in quality/performance management (experience leading teams as a Team Leader/Quality Lead is highly desired)
- 6 months of experience with Speech Analytics
- A Bachelor s/College degree or equivalent experience
- Expert computer and software skills; proficient in Microsoft Office: Word, Excel and
- PowerPoint; and other QA tools: SharePoint, Formstack, CSI/VLauncher, Zero Variance, Hyper Quality, and TPG
- Excellent communication skills, both verbal and written
- Robust attention to detail, and exceptional organization skills and ability to multi-task in a dynamic, fast paced environment
- Strong analytical and consulting skills (e.g., critical thinking, problem solving, decision making, and influencing )
- Ability to provide on-call support, and work a flexible schedule
- Strong background in calibration sessions (internal and with Client). Ensures that Client CX and customer satisfaction goals are met or addressed
- Subject Matter Expert (SME) in at least one major line of business. SME status in multiple accounts is highly desired
- Knowledge of common analytics practices is a plus - Six Sigma, Boolean Logic, etc
- Ability to develop and motivate teams (preferred Ready Coach/MTB5/Tiger Team certification)

Why join ResultCX:

- Market-competitive salary package
- Transport facility for night shifts
- Comprehensive training and development opportunities
- Health insurance and other employee benefits
- Collaborative and supportive work environment

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Supervisor, Quality Assurance (Bengaluru)
🏢 ResultsCX
📍 Bengaluru