Job Description

About the role:

We are seeking a detail-oriented and customer-focused Quality Assurance Specialist to join our Customer Experience team. In this role, you will be responsible for monitoring and evaluating customer interactions, ensuring compliance with quality standards, service level agreements (SLAs), and company policies to deliver an outstanding customer experience.

Key Responsibilities:

• Monitor and evaluate customer calls, chats, emails, and other interactions based on established quality standards.
• Assess compliance with customer service procedures, policies, and KPIs.
• Identify performance gaps and provide constructive feedback to Customer Service Representatives.
• Conduct calibration sessions to ensure evaluation consistency and accuracy.
• Prepare quality reports and performance analyses for management review.
• Collaborate with team leaders and trainers to support continuous improvement initiatives.
• Track quality trends and recommend action plans to enhance customer satisfaction.
• Ensure adherence to service quality standards and customer experience best practices.

Requirements

• Bachelor’s degree in any relevant field.
• 2–4 years of experience in Customer Service, Contact Center, or Call Center operations.
• Previous experience in Quality Assurance is preferred.
• Strong analytical, communication, and coaching skills.
• Familiarity with CRM systems and call center tools.
• Excellent attention to detail and problem-solving abilities.
• Proficiency in Microsoft Excel and reporting tools is a plus.