Quality Assurance Specialist

• Monitor and evaluate customer service interactions.
• Ensure agents follow company policies and quality standards.
• Provide feedback and coaching points to improve agent performance.
• Identify common customer issues and report trends.
• Prepare quality reports and share insights with management.
• Support training and calibration sessions when needed.

Qualifications:

• Previous experience in quality assurance or customer service is a plus
• Strong attention to detail Ability to evaluate calls, chats, and customer interactions
• Good analytical and reporting skills
• Ability to provide constructive feedback to agents