Call Center Quality Assurance Specialist

• Monitor and evaluate inbound and outbound calls, chats, and emails.
  
• Conduct quality audits using established scorecards and quality standards.
  
• Provide constructive feedback and coaching recommendations to agents
  
• Collaborate with Training, Operations,
  
• Identify trends, performance gaps, and training needs.
  
• Prepare quality reports and present findings to management.
  
• Ensure compliance with company policies, procedures, and regulatory requirements.
  
• Participate in calibration sessions to maintain scoring consistency.
  

Requirements

• Strong analytical and problem-solving skills.
  
• Excellent communication and coaching abilities.
  
• Proficiency in Microsoft Excel and reporting tools.
  
• Ability to work with quality monitoring systems and CRM platforms.
  
• Strong attention to detail and organizational skills
  

Benefits

• Competitive salary.
  
• Monthly performance bonus.
  
• Medical and social insurance.
  
• Career development and training opportunities.
  
• Professional and supportive work environment.