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.