Quality Assurance

Job Roles

- Knowledge Management
- Evaluate calls and provide feedback to a team of approximately 25-35 Customer Service Executives.
- Cascade the procedural changes, and compliance updates received from the Compliance Team, Clients and other sources (after validation).
- Collaborate with respective Operations stakeholders to create plans of action for bottom performers.
- TNA (Training need analysis) – Analyze the call monitoring data to determine the areas of opportunities.
- TNI – Identify the training needs based on the TNA.
- Identify the bottom performers, and discover the root causes AOIs.
- Propose preventive and corrective actions to the stake holders, get a buy-in and execute collaboratively to impact the performance positively.
- Organize and facilitate call listening sessions.
- Conduct daily/weekly briefing.
- Conduct trainings for on-floor agents to improve productivity.




- Investigate internal and external complaints.
- Participate in design of call monitoring formats and quality standards.
- Act as a Subject Matter Specialist on Quality improvements for the assigned portfolios. Conduct special / critical audits besides the regular call monitoring – Payment calls, specific dispositions, credits, etc.
- Builds world-class, development teams through explicit expectations and objectives management, career development, and smart recruiting.
- Actively participates in the continuous improvement of software development process.
- Performs root-cause analysis, identifies problem areas, and makes recommendations for improvement.

Job Category: Quality Assurance

Job Type: Full Time

Job Location: Pune IN

📌 Executive – Quality Assurance Spanish (India)
🏢 Credence Global Solutions
📍 India