Quality Assurance Specialist ( Call Center Background )

Monitor and evaluate customer service representatives’ performance across all channels (calls, chats, emails).

Develop and update quality policies, procedures, and standards in line with company objectives.

Analyze quality data to identify recurring trends and performance gaps.

Prepare monthly and quarterly reports on service quality for senior management.

Provide recommendations for improvement and lead initiatives to enhance performance.

Participate in designing and developing training programs for employees based on review outcomes.

Ensure compliance with internal policies and regulatory standards.

Collaborate with team leaders and supervisors to address deviations and achieve quality targets.

Participate in calibration sessions to ensure accuracy and consistency in quality assessments.

Support training and evaluation of new employees during onboarding.

Bachelor’s degree in Business Administration, Communications, or a related field (preferred).

3–5 years of experience in quality assurance, contact centers, or customer service.

Strong analytical skills and attention to detail.

Experience in preparing reports and presenting findings clearly and effectively.

Excellent communication and coaching skills.

Ability to work collaboratively across teams and departments.

Proficiency in MS Office and quality monitoring systems.

Solid knowledge of customer service KPIs and best practices.