Quality Assurance Specialist

The Quality Assurance Specialist plays a key role in ensuring the seamless functioning of quality processes within the organization. This position is responsible for monitoring and evaluating agent performance, analyzing quality metrics, and driving continuous improvement initiatives.

Key Accountabilities and Activities

• Follow daily operational tasks to ensure seamless work continuity and smooth functioning of the Quality processes.
• Monitor and evaluate agent performance on both voice and non-voice transactions using a quality monitoring system.
• Analyze performance failures and potential risks, setting action plans and preventive measures on a weekly and monthly basis.
• Assess quality variations based on performance metrics and document quality-related issues.
• Design, develop, and update score sheets for new and existing projects, ensuring they reflect updated requirements.
• Conduct coaching and refreshing sessions for existing agents to ensure adherence to SOPs.

Qualifications

• 2 – 4 years of relevant experience.
• Bachelor’s degree in business, Quality Management, or relevant field is required.