Quality Assurance Specialist

Job Description

• Ensure Quality Monitoring is done to improve overall quality performance across the project based on the quality standards.
• Provide feedback and coaching based on quality audits, complaints, and seller satisfaction.
• Train Agents on soft skills, call handling, and communication skills, new implementations, and process changes.
• Analyze the root cause of the issue and be able to design an action plan.
• Provide information to assist in the performance feedback and to increase motivation concerning Contact Center quality concerns.
• Other duties as assigned.