- Call Center Quality Assurance Specialist Monitor live or recorded calls, chat sessions, and emails for quality assurance.
- Evaluate agent performance using pre-defined scorecards or QA standards.
- Provide detailed feedback to agents on their performance and areas for improvement.
- Identify recurring issues or gaps in customer service delivery.
- Collaborate with training teams to design or improve training programs based on QA findings.
- Maintain accurate records of QA evaluations and performance metrics.
- Report trends, patterns, and insights to management.
- Address and discuss issues and proposed solutions with superiors
- Document quality assurance activities and create audit reports
- Make recommendations for improvement
Proven work experience as a Quality Assurance Specialist or similar roleFamiliarity with call center software and QA tools.Working knowledge of tools, methods and concepts of quality assuranceSolid knowledge of relevant regulatory standards Specially COPCGood communication skills, both verbal and writtenVery Good English LanguageExcellent data collection and analysis skillsStrong attention to detailRelevant training and/or certifications as a Quality Assurance Specialist