Responsibilities:
- -Monitor and evaluate inbound and outbound calls to ensure compliance with quality standards.
- -Prepare and analyze weekly and monthly QA reports.
- -Identify process or script improvement opportunities and recommend solutions.
- -Support agent training and calibration sessions to enhance performance.
- -Coordinate improvement initiatives with Operations and IT teams.
-1–3 years of experience in Call Center Quality Assurance (Shipping Field ).-Advanced Microsoft Excel skills-Excellent communication and feedback delivery skills.-Strong attention to detail and organizational ability.-Proactive mindset and ability to work collaboratively.