Quality Assurance Specialist

Role Overview

The Quality Assurance Specialist will be responsible for monitoring, evaluating, and improving customer interactions across voice, chat, and/or email processes within the BPO environment. The role ensures adherence to compliance standards, process accuracy, quality parameters, and customer experience benchmarks. The QA Specialist will also provide coaching, feedback, and support to agents and work closely with operations and training teams to drive continuous improvement.

Key Responsibilities

• Monitor inbound/outbound calls, chats, emails, and tickets to evaluate quality, communication standards, product knowledge, and compliance requirements.
• Score customer interactions using defined quality rubrics, scorecards, and evaluation systems.
• Identify performance gaps and provide constructive feedback to agents and supervisors.
• Conduct QA calibration sessions with stakeholders to ensure consistent scoring and alignment.
• Maintain detailed QA reports, dashboards, and trends to support business insights.
• Assist in creating or refining quality scorecards, SOPs, scripts, and process guidelines.
• Support Training and Operations teams in improving agent performance and enhancing customer experience.
• Participate in root cause analysis (RCA), corrective action, and process improvement initiatives.
• Track customer complaints, repeat errors, and non-compliance events, and escalate when required.
• Ensure adherence to regulatory guidelines (data privacy, compliance scripts, mandatory disclosures, etc.).
• Maintain high levels of objectivity and confidentiality in evaluating performance.

Required Qualifications

• Graduate or equivalent qualification (preferred).
• Minimum 1–3 years of experience in BPO Quality Assurance (voice/non-voice process experience depending on requirement).
• Strong understanding of QA methodologies, KPIs, SLAs, and customer experience metrics.

Preferred Skills & Certifications

• Experience with QA tools such as NICE, Verint, Calabrio, Observe.AI, Five9, or internal QA scorecard tools.
• Strong communication skills (verbal and written).
• Proficiency in Microsoft Excel, reporting tools, and quality scoring frameworks.
• Certifications in:
• Six Sigma Yellow/Green Belt (optional)
• COPC Knowledge Certification (preferred in some BPOs)

Core Competencies

• High attention to detail and accuracy
• Strong customer focus and problem-solving skills
• Ability to provide neutral and actionable feedback
• Coaching and communication skills
• Time management and multitasking capability
• Ability to work independently and collaboratively

Work Environment

• Night Shift

Job Types: Full-time, Permanent

Pay: ₹360,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Work Location: In person