
Service Quality Improvement Specialist
7 days ago
Quality Assurance Supervisor Job Summary
The QA Supervisor will oversee the quality assurance team to ensure high-quality customer service interactions. This involves monitoring calls, providing feedback to agents, and identifying areas for improvement.
Key Responsibilities
- Supervise and coach QA analysts in evaluating call center interactions
- Monitor and assess agent performance based on predefined quality metrics
- Provide feedback and coaching to agents to improve service quality
- Identify trends, areas for improvement, and implement corrective actions
- Collaborate with management to enhance customer service processes and reduce errors
- Generate reports and provide insights on call quality performance
- Conduct training sessions to ensure agents are familiar with quality standards
Requirements
- Bachelor's degree in a relevant field or equivalent experience
- 3+ years of call center experience, with at least 1 year in a supervisory or QA role
- Strong knowledge of call center metrics, quality standards, and customer service best practices
- Excellent communication, leadership, and problem-solving skills
- Experience with QA tools and call monitoring software
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