We are looking for a Quality Assurance Officer to join our team. The ideal candidate will be responsible for monitoring and evaluating customer interactions, ensuring compliance with quality standards and procedures, and identifying opportunities for continuous improvement.
Main Responsibilities
Monitor, evaluate, and audit customer interactions across calls, chats, and other channels, based on approved QA/QC forms and required sampling targets.
Ensure agents adhere to SOPs, policies, procedures, and client requirements.
Identify quality gaps, critical errors, and root causes of recurring issues, including customer complaints.
Track and analyze QA scores and key quality KPIs (CSAT, DSAT, FCR, AHT, etc.).
Prepare daily, weekly, and monthly quality reports.
Provide clear, constructive feedback and coaching recommendations to Operations and Training teams.
Participate in calibration sessions to ensure consistency and accuracy across evaluators.
Maintain accurate evaluation records and quality trackers.
Support the implementation of corrective and process/training improvement plans.
Requirements
2+ years of experience in Quality Assurance, Quality Control, or a call center environment.
Solid understanding of QA/QC methodologies and evaluation processes.
Excellent English communication skills, written and verbal.
Strong analytical and problem-solving skills, with keen attention to detail.
Proficient in Microsoft Excel and Microsoft Office.
Ability to work under pressure, meet deadlines, and deliver objective, professional feedback.
High level of integrity, objectivity, and confidentiality.
Knowledge of customer experience (CX) and contact-center KPIs.