
Call Center Quality Assurance Position
5 hours ago
Job Role:
- The Quality Control Specialist will be responsible for monitoring and evaluating inbound/outbound calls to ensure they meet quality parameters.
- This role involves providing constructive feedback and coaching to agents to improve performance and identify gaps in communication, process adherence, and customer handling.
- The incumbent will also prepare and maintain quality reports, dashboards, and analysis for leadership and support process improvement initiatives to drive customer satisfaction.
Key Responsibilities:
- Monitor call quality and provide actionable feedback
- Identify areas for process enhancement
- Prepare quality metrics and analytics
- Support customer-facing teams to enhance customer experience
Requirements:
- A graduate degree in any field
- Minimum 1-3 years of experience as a Quality Control Specialist in an international voice process environment
Benefits:
- Opportunity to work with a dynamic team
- Contribution to process improvement initiatives
- Development of analytical skills
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