Job Description
Call Center Quality Specialist monitors and evaluates agent interactions (calls, chats, emails) against company standards, providing feedback and coaching to improve customer satisfaction and efficiency, while also analyzing data, reporting on trends, and contributing to training/process improvements to ensure consistent, high-quality service delivery.
Key Responsibilities:
Monitoring & Evaluation: Listen to/review customer interactions to assess agent performance on scripts, product knowledge, data accuracy, and behavior.
Feedback & Coaching: Provide detailed, constructive feedback to agents and team leaders, discussing evaluations and guiding improvements.
Data Analysis & Reporting: Track quality metrics, identify performance gaps, analyze trends, and create reports for management.
Process Improvement: Recommend and help implement strategies, new procedures, or training to enhance the customer experience and operational efficiency.
Calibration & Standards: Participate in calibration sessions to ensure consistent scoring and help develop/update quality standards.
Training Support: Assist in training new hires and developing ongoing training programs based on quality findings.
Compliance: Ensure adherence to internal policies, procedures, and regulatory requirements.
You must have :
Quality experience with Call center industry or any similar tasks.
GSM telecom industry as a call center agent
B2 English level
