Senior Quality Assurance Specialist
2 days ago
Job Title: Senior Quality Assurance Specialist
Key ResponsibilitiesThe Senior Quality Assurance Specialist plays a pivotal role in ensuring customer satisfaction by evaluating call agent performance, providing constructive feedback and identifying process improvements.
This position is responsible for:
- Evaluating call agents' performance based on established metrics, including communication skills, product knowledge, adherence to scripts and compliance with industry standards.
- Delivering actionable feedback to call agents based on audit results to enhance their performance and customer satisfaction.
- Preparing detailed reports summarizing audit findings, trends and areas for improvement.
In order to succeed in this role, you will need:
- A proven track record (minimum 6 months) of quality analysis and call auditing, preferably in a customer service environment.
- Excellent communication skills, both written and verbal.
- Knowledge of relevant industry regulations and compliance standards.
- Proficiency with Microsoft Office suite (Word, Excel, PowerPoint).
Benefits of working as a Senior Quality Assurance Specialist include:
- Ongoing training and professional development opportunities.
- A dynamic and supportive work environment.
- The chance to make a real difference in the lives of customers.
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