S
Smartcoin
QA Professional
Skills
Testing & QAProcess Improvement
2 years ago
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Important information
Contract type:
Permanent
Location:
Bengaluru, Karnataka, India
Work mode:
Onsite
Published on:
13 October 2026
What they need
- Include call monitoring and providing actionable insights
- Through monitoring, a QA analyst gathers information to improve agent performance
- As the QA monitors the customer interactions, they use evaluation forms to capture insights from these interactions Performs monitors of customer calls
- Participates in customer and client listening programs to identify customer needs and expectations
- Provides actionable data to various internal support groups as needed
- Coordinates and facilitates call calibration sessions for call center staff
- Lead process improvement projects that helped operations meet and exceed quality standards and streamline processes to reduce cost
- Created and revised procedures, checklist and job aids that resulted in process consistency and reduced error disputes
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