
Quality Assurance Specialist
18 hours ago
**Job Role:** Quality Assurance Specialist
We are seeking a highly skilled Quality Assurance Specialist to join our team. In this role, you will play a crucial part in ensuring the highest level of quality in our international voice process.
**Key Responsibilities:
- Call Evaluation: Regularly assess and score calls based on defined quality parameters to maintain consistency and excellence.
- Agent Support: Provide constructive feedback and guidance to agents to enhance their performance and customer handling skills.
- Process Enhancement: Identify areas for improvement in communication, process adherence, and customer handling to drive continuous improvement initiatives.
- Data Analysis: Prepare and maintain quality reports, dashboards, and analysis to support leadership decision-making.
- Collaboration: Work closely with teams to implement process improvements that drive customer satisfaction, CSAT, NPS, and FCR metrics.
**Requirements:
- Education: Bachelor's degree in any field from a recognized institution.
- Experience: Minimum 1-3 years of experience as a quality analyst in an international voice process.
**Why Choose Us?
We offer a dynamic work environment, opportunities for growth and development, and a chance to make a real impact on our customers' experiences.
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