We are seeking a detail-oriented Quality Assurance Specialist to monitor and improve call center performance. The role involves evaluating inbound and outbound calls, ensuring script adherence, compliance, data accuracy, and appointment quality.

Key Responsibilities:

• Monitor and score calls using QA scorecards

• Review CRM notes and booking accuracy

• Track KPIs such as booking rate, show rate, conversion rate, and compliance

• Prepare weekly and monthly QA reports

• Provide structured feedback and coaching to agents

• Identify trends and recommend script or process improvements

• Ensure compliance with client standards and regulations

Requirements:

• 2+ years call center experience (QA or Team Lead preferred)

• Strong analytical and reporting skills

• Excellent English communication

• Experience with CRM systems and dialers

• Ability to deliver constructive feedback professionally