Quality Assurance Specialist
3 weeks ago
Mission
We are seeking a diligent Quality Assurance Specialist to oversee the procedures and
standards for our sales/support unit. The successful candidate will monitor calls,
emails, and other types of customer interactions to ensure that high standards of
quality are being met and compliance with policies is maintained.
Responsibilities
- Evaluate customer interactions and provide constructive feedback to enhance
customer service and sales techniques.
- Monitor and assess calls to ensure adherence to compliance, procedures, and
quality standards.
- Identify trends and provide regular feedback to management to drive continuous
improvement of call centre operations.
- Develop quality assurance policies and SOPs.
- Conduct audits, recommending and implementing corrective action where
necessary.
- Collaborate with team leaders and managers to enforce process standards and
resolve any issues that might arise.
- Participate in the design of call monitoring formats and quality standards.
- Utilize quality monitoring systems to compile reports on team and individual
performance.
- Develop, recommend, and deliver training in quality standards and procedures.
Requirements
- 3+ experience as a Quality Assurance Specialist or similar role in a call centre.
- Knowledge of quality assurance processes and procedures.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Detail-oriented with a commitment to excellence.
- Proficient in Microsoft Office Suite and/or relevant software.
- High school diploma required; Bachelor's degree preferred.
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