Quality Assurance Officer

- Assess the quality of performance of our Sales officers handling customer interactions.

- Monitor inbound and outbound calls to evaluate sales officers demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures.

- Participate in the design of call monitoring formats and quality standards.

- Perform call and chat monitoring and provide trend data to the site management team.

- Use the quality monitoring data management system to compile and track performance at both team and individual levels.

- Coordinate and facilitate call calibration sessions for call center staff.

- Perform other duties as assigned.

Desired Candidate Profile

- Minimum of 2 years of QA experience.

- Excellent verbal, written, and interpersonal communication skills.

- Outstanding customer service skills and dedication to providing exceptional customer care.

- Strong focus on quality and customer service.

- Exceptional listening and analytical skills.

- Proficiency with Microsoft Office (intermediate Word, basic Excel).

- Ability to multitask and thrive in a fast-paced team environment.

- Experience in the automotive industry is a plus.

Job Overview

Quality Assurance (QA) is responsible for assessing the quality of the performance of our Sales officers who deal with our existing and potential customers. The QA will monitor inbound and outbound calls to assess sales officers demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

Company Industry

• Automotive
• Auto Accessories

Department / Functional Area

• Quality
• Testing
• QA
• QC
• Inspector

Keywords

• Quality Assurance Officer