IND_Quality Specialist ACC
On-site · Bengaluru, Karnataka, India
Job Summary
Quality Specialist for the Associate Care Center (ACC) evaluating associate interactions across calls, chats, and cases to ensure adherence to quality standards and processes. Conducts quality audits, maintains scorecards and documentation, identifies knowledge gaps and improvement opportunities, provides actionable feedback to support coaching, collaborates with Operations, Training, and Quality teams, participates in calibration sessions, ensures adherence to policies and SLAs, and supports knowledge-management updates.
Required Qualifications
- Bachelor’s degree in Human Resources, Business, Management, Organization Development, or related field (preferred)
- Minimum of 5 years of functional experience in HR Shared Services, HR Call Center/Service Center, Quality Assurance or related customer support
- Experience auditing calls, chats, and case management activities
- Experience with ERP systems (Workday preferred) and Microsoft tools
- Strong communication and interpersonal skills
- Ability to mentor and lead a team
- Experience in quality calibrations and reporting (Power BI preferred)
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