We are looking for a Quality Specialist to monitor and evaluate call center performance, ensure compliance with quality standards, and identify opportunities to improve customer experience and operational performance.
Key Responsibilities
- Monitor and evaluate customer interactions to ensure compliance with established quality standards and procedures.
- Conduct quality assessments and provide accurate feedback on employee performance.
- Monitor call center performance against established quality and operational standards, including COPC, where applicable.
- Identify performance gaps, recurring issues, and areas for improvement.
- Prepare and analyzequality reports, KPIs, and performance trends.
- Work closely with Training, Operations, and Customer Experience teams to address performance gaps and training needs.
- Support the development and implementation of quality improvement initiatives.
- Ensure quality evaluation processes are applied consistently and accurately.
- Maintain accurate quality records, reports, and documentation.
Requirements
- Diploma or Bachelor's degree in Business Administration, Management, Quality Management, or a related field.
- 2+ years of experience in Call Center Quality, Customer Experience, Customer Service, or a related field.
- Knowledge of COPC or HPMT (High Performance Management Techniques) certification is an advantage.
- Good command of English, both written and spoken.
- Strong analytical and problem-solving skills.
- Excellent attention to detail and accuracy.
- Good knowledge of Microsoft Office, especially Excel and PowerPoint.
- Ability to analyze performance data and prepare quality reports.
- Strong communication, presentation, and interpersonal skills.
- Ability to provide constructive feedback and work effectively with different teams.
