MBE/WBE Certified
Credence Global Solutions

Executive – Quality Assurance Spanish (2 Pos.)

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 clear 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

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