We are seeking a detail-oriented and proactive Quality Assurance Specialist to join our team. The Quality Assurance Specialist will be responsible for monitoring and evaluating calls to ensure adherence to company standards and protocols, improve service quality, and enhance overall customer satisfaction.

Key Responsibilities:

• Conduct regular audits of customer interactions across various channels (phone, email, chat) to ensure compliance with company policies and standards.

• Assess call handling techniques, adherence to provided guidelines, and overall customer service quality.

• Generate detailed reports on agents’ performance, identifying trends, strengths, and areas for improvement.

• Present findings and recommendations to management for quality enhancements and operational improvements.

• Provide constructive feedback to agents based on evaluation results.

• Develop and deliver training sessions or workshops to address performance gaps and reinforce best practices.

• Ensure that all processes and interactions comply with company policies, legal regulations, and industry standards.

• Update and maintain quality assurance procedures and documentation as necessary.

• Collaborate with team leaders and managers to develop and implement strategies for improving service operations.

• Participate in regular meetings to discuss quality metrics, improvement plans, and agent performance.

• Analyze customer feedback and satisfaction surveys to identify patterns and areas for enhancement.

• Work with the customer service team to address and resolve any recurring issues impacting customer experience.

Qualifications:

• Bachelor’s degree in business administration, Communications, or a related field preferred.

• Minimum of 2 years of experience in quality assurance, preferably within a call center or customer service environment.

• Experience in monitoring and evaluating customer-agent interactions and performance metrics.

• Strong analytical and problem-solving skills with a keen eye for detail.

• Excellent communication and interpersonal skills, capable of providing constructive feedback and coaching.

• Proficient in using quality management software and systems.

• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

• High level of integrity and professionalism.

• Strong commitment to customer service excellence.

• Ability to work independently and as part of a team.

Benefits:

• Competitive salary and performance-based incentives.

• Comprehensive health insurance.

• Paid time off and holidays.

• Opportunities for professional development.