Quality Assurance Specialist – Call Center

Monitor and evaluate customer service calls to ensure quality standards are met.

Review calls and identify areas for improvement.

Provide feedback and coaching to Call Center Agents.

Prepare quality reports and track performance results.

Ensure agents follow company policies, procedures, and call handling standards.

Identify recurring issues and recommend improvement actions.

Work closely with the Operations and Training teams to improve customer experience.

Maintain accurate quality evaluation records.

Bachelor’s degree in any relevant field.

3–5 years of experience in Call Center Quality Assurance or a similar role.

Good understanding of call center operations and quality standards.

Excellent communication and listening skills.

Strong attention to detail and analytical skills.

Good command of English is preferred.

Ability to provide constructive feedback and coaching.

Good knowledge of Microsoft Office, especially Excel.