Quality Assurance Specialist
19 hours ago
Job Summary:
We are looking for a dedicated and experienced Specialist Voice Quality to oversee and ensure the delivery of top-notch voice interactions within our customer service team. The ideal candidate will have a strong background in voice process quality management, with total 4+ Yrs with at least 1+years of relevant experience.
Key Responsibilities:
- Lead and manage a team of quality analysts focused exclusively on voice processes.
- Monitor, evaluate, and improve voice interactions to ensure adherence to quality standards.
- Develop and implement quality assurance strategies, call evaluation frameworks, and feedback mechanisms.
- Identify performance gaps and conduct root cause analysis to recommend improvements.
- Conduct calibration sessions and training interventions to maintain consistency across teams.
- Prepare and present detailed quality reports and actionable insights to leadership.
- Stay updated with the latest quality tools and techniques specific to voice-based customer service.
- Work collaboratively with operations and training teams to drive quality improvements.
Required Skills & Qualifications:
- Minimum 4+ years of experience in voice quality assurance.
- Strong understanding of QA methodologies specific to voice-based BPO/Contact Center environments.
- Excellent communication, analytical, and coaching skills.
- Proven ability to manage performance metrics and quality audits effectively.
- Experience in using quality monitoring tools and CRM systems.
- Ability to thrive in a fast-paced, dynamic environment.
Interested candidate can share updated resume to
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