Quality Assurance Specialist for Contact Centre

• Monitor and evaluate agent-customer interactions (calls, emails, chat, etc.) to assess adherence to quality standards, policies, and procedures
• Conduct call monitoring and scoring using established quality scorecards and evaluation criteria
• Provide constructive and actionable feedback to contact center agents based on evaluation findings to drive performance improvement
• Participate in calibration sessions with team leaders and trainers to ensure consistency and objectivity in the evaluation process
• Analyze quality metrics (e.g., quality scores, Customer Satisfaction (CSAT), First Contact Resolution (FCR)) to identify trends, root causes of issues, and areas for improvement
• Prepare comprehensive quality reports and performance analyses for management and relevant stakeholders
• Collaborate with the Training and Coaching teams to develop and recommend targeted training programs based on identified skill and knowledge gaps
• Assist in the development and maintenance of quality assurance standards, scorecards, and process documentation (SOPs)
• Ensure agents comply with regulatory requirements and company policies related to customer interactions and data privacy
• Identify and report systemic operational or process issues that impact customer experience or agent performance

• Experience on Contact Centre: Quality Assurance supervisor or similar
• 1-3+ years of experience in a Contact Center environment, preferably in a Quality Assurance (QA) or Coaching role
• Demonstrable prior experience monitoring and evaluating customer interactions (calls, emails, chat)
• Experience conducting calibration sessions with leadership and training teams is highly desirable
• Exceptional Attention to Detail: Must be meticulous in evaluating interactions against complex criteria
• Strong Analytical and Critical Thinking Skills: The ability to be objective and data-driven in assessments
• Outstanding Communication Skills (Written and Verbal): Essential for delivering clear, constructive, and professional feedback to agents and creating comprehensive reports for management
• Coaching and Interpersonal Skills: The capacity to deliver feedback empathetically and motivate agents to improve their performance
• Time Management and Organization: Ability to manage a high volume of monitoring tasks and meet deadlines
• Problem-Solving: Proactive approach to identifying and proposing solutions for quality or process gaps

Experience conducting calibration sessions with leadership and training teams