Quality Assurance Specialist for Contact Centre

We are looking for our next QA specialist for Contact Centre, main activities are:

1. Monitor and evaluate agent-customer interactions (calls, emails, chat, etc.) to assess adherence to quality standards, policies, and procedures.

2. Conduct call monitoring and scoring using established quality scorecards and evaluation criteria.

3. Provide constructive and actionable feedback to contact center agents based on evaluation findings to drive performance improvement.

4. Participate in calibration sessions with team leaders and trainers to ensure consistency and objectivity in the evaluation process.

5. Analyze quality metrics (e.g., quality scores, Customer Satisfaction (CSAT), First Contact Resolution (FCR)) to identify trends, root causes of issues, and areas for improvement.

6. Prepare comprehensive quality reports and performance analyses for management and relevant stakeholders.

7. Collaborate with the Training and Coaching teams to develop and recommend targeted training programs based on identified skill and knowledge gaps.

8. Assist in the development and maintenance of quality assurance standards, scorecards, and process documentation (SOPs).

9. Ensure agents comply with regulatory requirements and company policies related to customer interactions and data privacy.

10. Identify and report systemic operational or process issues that impact customer experience or agent performance.