Job Description:
We are looking for a dedicated and detail-oriented professional to join our team as a Quality Assurance / Call Center Specialist. The ideal candidate will be responsible for monitoring and evaluating call center operations to ensure high-quality service and operational excellence.
Key Responsibilities:
Monitor and evaluate calls to ensure compliance with quality standards.
Identify performance gaps and coaching opportunities for call center staff.
Provide clear, constructive feedback to team members.
Analyze data and prepare reports on QA metrics and operational performance.
Ensure adherence to QA KPIs and overall operational quality standards.
Document findings and maintain accurate records of evaluations.
Support process improvements and contribute to team development.
Work collaboratively with colleagues while demonstrating ownership and professionalism.
Requirements:
Minimum of 1 year of experience in Quality Assurance or Call Center Operations.
English proficiency at B2 level or above.
Strong communication, listening, and analytical skills.
Good problem-solving abilities and attention to detail.
Familiarity with QA KPIs and call monitoring procedures.
Proficiency in Microsoft Excel and reporting tools.
Ability to work under pressure and meet deadlines.
Flexibility to work rotational shifts if required.
Team player with a professional attitude and ownership mindset.