Quality Assurance Specialist

Requirement

• Analyze call center data to generate valuable insights to predict customer trends
• Track key quality assurance metrics for improvement strategies
• Monitor KPIs, track quality metrics and provide regular analytics reports to upper management
• Make recommendations on process and policy improvements from reports
• Recommend call center QA software and training for customer support teams to meet and exceed customer service expectations
• Develop and improve knowledge of products and knowledge of call center performance and functional requirements
• Review agents' conversations across all contact touchpoints to measure teams' performance and track customer support quality
• Contribute to call calibration sessions to evaluate agent performance
• Identify lapses in agents' performance and provide constructive feedback for improvement
• Engage in customer listening to identify customer pain points and expectations
• Drive the implementation of improved customer engagement strategies to increase agents' efficiency
• Serve as an Intermediary for escalations from agents and customers
• Ensures communication is effectively delivered and appropriately addresses all customer concerns
• Implement and ensure compliance with the Company's policies on customer service quality
• Report support teams' performance to supervisors and maintain monthly performance logs
• Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies