Quality Assurance Analyst at Tide

Tide

India, Hyderabad·7h ago

Mid LevelFull-timeRustAI

Salary Range

$10,200 - $13,800 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Telesales QA to join our team at Tide. This role focuses on ensuring Telesales Agents follow all correct processes and procedures by reviewing and scoring phone calls. You will be responsible for developing and maintaining the compliance scorecard and collaborating with the leadership team to improve team performance.

Key Responsibilities

→Listen into calls made by agents to ensure proper adherence to policies and procedures
→Provide on-demand side-by-side coaching and feedback
→Assist the onboarding of new starters, supporting them during their training induction
→Participate in calibration sessions with the Leadership Team
→Analyze and interpret data for Quality and Call information using Looker
→Identify process improvements and learning gaps
→Spot negative individual performance or team trends and provide improvement recommendations

Requirements

✓1+ years of experience in a QA or similar role
✓Comfortable working in a fast-paced, target-oriented environment
✓Experience using Kustomer/Babelforce phone/CRM platforms
✓Strong understanding of risks associated with telephony-based sales in a regulated environment
✓Excellent verbal, written, and interpersonal communication skills
✓Excellent problem-solving skills and attention to detail
✓Strong coaching and feedback skills
✓Self-motivator and self-starter
✓Exceptional listening and analytical skills
✓Knowledge of sales processes in financial services
✓Proficient with Microsoft Office (intermediate Word, basic Excel)
✓Ability to multitask and operate in a fast-paced team environment
✓Knowledge of quality assurance testing tools
✓Ability to use data and generate statistical insights to improve performance