Quality Assurance Specialist

Responsibilities

• Monitors calls and provides feedback to agents.
• Partners with the training team in providing feedback that would improve the overall quality of performance.
• Participates in call calibrations, monitoring with the client and the operations team.
• Expert on product support, escalations, and verifications.
• Coaches and develops agents on quality, customer satisfaction, and policies and procedures of the account.
• Expert on all aspects of quality excellence with emphasis on continuing to improve operating results and address root causes.
• Generates reports and quality updates.
• Provides recommendations on quality parameters and makes changes whenever necessary in consultation with Operations and Process Manager.
• Defines quality parameters for agents and defines the scope of improvisation.
• Performs other duties assigned.

Desired Skills & Knowledge