Role Summary:
The Quality Assurance Specialist will be responsible for monitoring and evaluating call center interactions to ensure compliance with company standards, regulatory requirements, and exceptional customer service. This role involves analyzing performance data, providing feedback, and implementing quality improvement initiatives.
Role Responsibilities:
- Regularly review and assess inbound and outbound call interactions to evaluate adherence to company standards, policies, and procedures.
- Analyze call recordings and customer interactions to measure effectiveness, identify trends, and ensure high-quality service delivery
- Offer constructive feedback to call center agents, helping them improve their performance and meet quality benchmarks.
- Prepare detailed reports on quality metrics, performance trends, and areas for improvement to share with management.
- Assist in the development and delivery of training programs based on identified performance gaps and emerging best practices.
- Collaborate with management to develop and implement strategies for continuous improvement in service quality and customer satisfaction.
2 years of experience in Quality Assurance in Call Center industry.Proficiency in call center software and quality monitoring tools.Ability to provide constructive feedback and coach staff effectively.Detail-oriented with strong organizational skills.Experience in Airline companies is preferableStrong analytical and problem-solving skills.Excellent verbal and written communication abilities.