REQUIREMENTS

• Minimum of 2 years of experience in quality assurance, customer service, or a related operational role within a contact center environment.

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.

• Excellent verbal and written communication skills

• Proficiency in QA systems, CRM platforms, and audit tools

• Strong analytical and problem-solving abilities

• Exceptional attention to detail and organizational skills

• Ability to work independently and manage time effectively

• High degree of professionalism, discretion, and integrity.

• Understand, document, and monitor compliance with quality standards across all relevant campaigns. Analyze the structure and ideal flow of calls, including expected behaviors and service outcomes.

• Audit randomly selected and targeted calls to evaluate alignment with service protocols and campaign expectations.

• Assess call strengths and weaknesses and provide structured feedback to Account Managers and the L&D team.

• Conduct in-depth analysis of repeated call failures, hotlists, invalid interactions, and customer complaints; perform root cause analysis and propose long-term corrective actions.

• Document all audits, evaluations, and insights accurately in QA platforms, ensuring data integrity and availability for reporting.

• Maintain and update QA dashboards and collaborate with MIS/WFM teams to automate performance tracking and reporting.

• Organize and facilitate QA calibration sessions with CSEs and AMS to ensure consistent standards and interpretations. Participate in client-side QA calibration reviews, ensuring internal and external quality expectations are aligned.

• Contribute to knowledge base development by flagging frequently misunderstood procedures, customer objections, or compliance errors.

• Collaborate with HR, L&D, and Service Delivery on creating personalized growth and coaching plans for underperforming CSEs.

• Recommend refresher trainings for agents who consistently fail to meet QA standards.

• Develop and implement quality improvement plans based on KPI outcomes, audit findings, and campaign feedback.