Senior Quality Analyst (Customer Support)

Position Overview

The Senior QA Specialist is responsible for monitoring, evaluating, and improving the performance of telesales and retention teams to ensure compliance, high-quality customer interactions, and achievement of business goals. This role involves auditing calls, identifying performance gaps, recommending improvements, and supporting coaching strategies. The Senior QA Specialist also mentors junior QA analysts and collaborates closely with Sales, Retention, Training, and Compliance teams.

Key Responsibilities

Quality Monitoring & Evaluation

• Conduct regular call monitoring for telesales and retention agents (live and recorded calls).
• Evaluate conversations for accuracy, sales skills, objection handling, compliance, and customer experience.
• Identify gaps, trends, and improvement areas across frontline teams.
• Ensure adherence to internal policies, regulatory gu...