
Quality Assurance Specialist
5 days ago
We are seeking a detail-oriented and proactive quality assurance specialist to join our team.
Job DescriptionThe ideal candidate will have at least one year of experience in a quality assurance department, with a strong understanding of quality standards, compliance procedures, and performance evaluation.
The successful applicant will be responsible for monitoring and evaluating inbound and outbound calls to ensure adherence to quality standards, providing feedback and coaching to agents based on QA observations, suggesting improvements to enhance customer experience, preparing and maintaining QA reports, collaborating with team leads and trainers to ensure continuous performance improvement, and assisting in developing QA guidelines and call scripts.
Key Responsibilities:- Monitor and evaluate inbound and outbound calls to ensure adherence to quality standards.
- Provide feedback and coaching to agents based on QA observations.
- Suggest improvements to enhance customer experience.
- Prepare and maintain QA reports.
- Collaborate with team leads and trainers to ensure continuous performance improvement.
- Assist in developing QA guidelines and call scripts.
- Minimum 1 year of experience in a Quality Assurance role, preferably in a call center or BPO Industry.
- Strong communication, analytical, and observation skills.
- Ability to work independently and as part of a team.
- Proficiency in MS Office (Excel, Word).
- Familiarity with QA processes.
- Attention to detail and a commitment to maintaining high standards.
- Ability to manage multiple tasks and meet deadlines.
- Positive attitude and willingness to take initiative.
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