Quality Assurance Specialist

Job Description

Experience : 6 to 8 years’ in Warranty, Contact Center and Customer service, specifically from product-based industry, with proven experience in quality assurance or a similar role. Critical Skills: Hands-on experience in customer service, contact center and quality assurance. Ability to analyze data and identify areas for improvement. Attention to Detail: Meticulous in identifying defects and inconsistencies Effective in documenting findings and collaborating with teams. Skilled in identifying issues and implementing corrective actions. Problem-solving capabilities to create meaningful strategies to improve support quality. Familiarity with QA tools and methodologies. Responsibilities Maintain and develop internal quality standards. Assess support interactions (calls, email, tickets messages) based on established quality standards. Accompany evaluations with meaningful and constructive feedback. Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support Discuss and explain feedback with agents in regular meetings. Analyze all customer service metrics (e.g. AHT, FCR, ACW) and how the team performance affects those KPIs. Participate in calibration sessionsto maintain consistency in internal evaluations. Map the need for training and onboarding programs and initiate these projects. Create reports that reflect agent performance. Show more Show less