Overview

• About the Role: We are looking for a Quality Assurance (QA) Representative to monitor and evaluate customer interactions to ensure service excellence. You will assess call quality, provide feedback to agents, and collaborate with leadership to drive improvements in customer experience.

Key Responsibilities

• Monitor inbound and outbound calls, chat, or email interactions to ensure adherence to company standards.
• Evaluate customer interactions for accuracy, professionalism, and compliance with company policies.
• Provide constructive feedback to agents and assist in coaching sessions.
• Maintain and update QA scorecards and reports.
• Identify training needs and recommend process improvements.
• Collaborate with team leaders and trainers to enhance performance metrics.
• Ensure compliance with company guidelines and regulatory requirements.
• Previous experience as a Qu...