- Analyze agents' interactions across various contact points to evaluate team performance and monitor the quality of customer support.
- Participate in call calibration sessions to assess and enhance agent performance.
- Recognize areas where agents' performance falls short and deliver constructive recommendations to enhance their skills.
- Take part in customer feedback activities to identify their pain points and expectations.
- Guide the implementation of enhanced customer engagement strategies to improve agent effectiveness.
- Ensure that communication is clear and thoroughly addresses all customer issues.
- Observe KPIs, assess quality metrics, and provide routine analytical reports to upper management.
Proven work experience as a Quality Assurance Specialist or similar roleWorking knowledge of tools, methods and concepts of quality assuranceSolid knowledge of relevant regulatory standardsGood communication skills, both verbal and writtenExcellent data collection and analysis skillsStrong attention to detailRelevant training and/or certifications as a Quality Assurance Specialist