Quality Assurance Specialist

Fresher

Save

Early Applicant

Job Description

Responsibilities

Monitor and evaluate customer interactions (calls, chats, and/or emails) to ensure compliance with company standards, tone, and accuracy.
Identify performance gaps and provide detailed, constructive feedback to team members through coaching and refresher sessions.
Collaborate with Team Leaders and Operations to improve service quality and process efficiency.
Maintain accurate QA records, reports, and documentation.
Analyze quality trends and share insights to support data-driven performance improvements.
Participate in calibration sessions to ensure consistency in evaluations.
Support the development and continuous refinement of QA scorecards, forms, and criteria.
Highlight critical or high-impact errors to management promptly.
Contribute to projects aimed at enhancing the customer experience and overall quality framework.

Qualifications

Bachelor's degree or equivalent experience in a related field (e.g., Business, Communications, Quality Management).
Proven experience in Quality Assurance within a customer service or contact center environment.
Strong analytical and communication skills, with attention to detail.
Proficiency with QA tools, CRM systems, and reporting in Google Workspace or MS Office.
Ability to provide objective, actionable feedback in a constructive manner.
Excellent time management and organizational skills.

Preferred Skills

Experience with multiple channels (voice, chat, and email).
Familiarity with quality performance metrics.
Basic data analysis or reporting experience (Google Sheets, Excel, or BI tools).
Team-oriented mindset with a proactive approach to problem-solving.