Job Title: Quality Assurance (QA) Specialist – Call CenterJob Summary
We are seeking a detail-oriented and analytical Quality Assurance (QA) Specialist to monitor and evaluate customer interactions in our call center. The QA Specialist will ensure that agents deliver high-quality service, adhere to company standards, and continuously improve performance through structured feedback and coaching support.
Key Responsibilities
- Monitor inbound and outbound calls, emails, chats, and other customer interactions.
- Evaluate agent performance based on predefined quality standards and KPIs.
- Provide constructive feedback and coaching to agents and team leaders.
- Identify trends, gaps, and training needs to improve service quality.
- Develop and maintain QA scorecards, guidelines, and evaluation frameworks.
- Conduct calibration sessions with operations and training teams.
- Prepare quality reports and present insights to management.
- Ensure compliance with company policies, client requirements, and regulatory standards.
- Support continuous improvement initiatives and process optimization.