Posted:1 day ago|
Platform:
On-site
Full Time
The Quality Assurance (QA) Specialist is responsible for monitoring, evaluating, and ensuring the quality of processes and outputs within the organization. The QA Specialist will work closely with various teams to enhance performance, reduce errors, and improve overall efficiency.
Responsibilities
In this role you will be responsible for ensuring that the team meets established quality standards, providing feedback and coaching to improve individual and team performance, and maintaining compliance with company policies and procedures.
Monitor live and recorded calls to assess performance in areas such as soft skills, product knowledge, call handling, adherence to processes, and compliance requirements
Collaborate with training and operations teams to identify performance gaps and recommend improvement initiatives
Track and report on quality trends and key performance indicators (KPIs) regularly
Identify trends, gaps, and areas of improvement in the customer service process
Ensure compliance with regulatory and industry standards, including data protection and customer privacy
Deliver call quality feedback to Front Line Managers (FLMs) to support agent performance improvement
Analyze data to identify patterns and recommend process improvements to enhance overall service quality
Report interactions which does not comply with company policies, regulatory requirements, and industry standards.
Update and maintain QA documentation, including evaluation forms and quality checklists
Participate in regular calibration sessions to ensure consistency in quality evaluation across the team.
Qualifications we seek in you!
Minimum Qualifications
Bachelor's degree in business, communication or a related field is preferred.
Preferred Qualifications/ Skills
Strong analytical skills with a focus on data-driven decision-making
Attention to detail and the ability to manage multiple tasks effectively
Problem-solving skills and a proactive approach to identifying and resolving issues
Customer/Participant-focused mindset with a commitment to enhancing service delivery
Proficiency in QA methods and tools, with the ability to quickly learn new systems
Ability to work independently and as part of a team
Strong organizational skills with a focus on accuracy and efficiency
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