Quality Agent

As a Quality Agent, you will be responsible for monitoring and evaluating customer interactions, identifying quality issues, and providing feedback and coaching to improve team performance.

Key Responsibilities Previous experience in the banking or financial services sector is required.

Monitor and evaluate customer calls and interactions according to quality standards.

Review calls and identify errors, gaps, and areas for improvement.

Complete quality scorecards accurately and on time.

Provide clear and constructive feedback to team members.

Conduct one-to-one coaching sessions when needed.

Identify repeated issues and report them to the Quality Team Leader/Manager.

Follow up on corrective actions and improvement plans.

Maintain accurate quality records and reports.

Ensure employees follow company policies, procedures, and service standards.

Support training initiatives by identifying common performance gaps.

Escalate serious quality or compliance issues to management.

1–3 years of experience in Quality Assurance, Quality Control, Customer Service, or a related role.

Previous experience in call center/customer service quality is preferred.

Good understanding of quality monitoring and scoring.

Strong attention to detail.

Excellent communication and feedback skills.

Good coaching and interpersonal skills.

Strong analytical and problem-solving skills.

Good knowledge of Microsoft Excel and reporting.

Good command of English.

Ability to work independently and meet deadlines.