Quality Assurance Specialist

Quality Assurance Specialist

Do you have a detective's eye for detail and a passion for helping others grow We are looking for a Quality Assurance Specialist to join our Audit department. You will be the guardian of our customer experience, responsible for monitoring interactions, coaching agents toward excellence, and ensuring that every group company meets our high standards of service.

[Key Responsibilities]

Monitor Performance: Evaluate calls and CRM entries daily to ensure accuracy, compliance, and top-tier service.

Empower Through Coaching: Lead individual coaching sessions that help agents turn low scores into high performance.

Solve Disputes: Act as a fair arbiter for quality score challenges, ensuring standards are applied consistently.

Collaborate with Operations: Meet with team leads and agents to clarify quality expectations and bridge the gap between quality and execution.

Identify Trends: Spot recurring errors before they become habits and suggest training solutions to fix them.

[Required Qualifications]

Bachelor's degree or equivalent professional experience.

Minimum of 2 years of experience in Call Center Quality Assurance.

Expertise in using quality evaluation tools and CRM platforms.

Excellent communication skills with a proven ability to provide constructive feedback.

• Strong analytical mindset and deep knowledge of call center best practices.