Quality Assurance Specialist
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.
- 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.
- 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.
More Info
Key Skills
About Company
Skills:
Microsoft Office, Excel, Quality Assurance, English, Quality monitoring tools, Performance scorecards, Customer experience metrics, German, Quality KPIs, Customer Experience Operations, Quality Control
Skills:
Ms Office, Quality Management
Skills:
Business Requirements Documents (BRDs), Power Bi, Microsoft Excel, Sql, Bpmn, Process Mapping, Documentation, Data Analysis, Visio, Reporting