Retail Call Center Quality Assurance Specialist

Additionally here is a job description for the QA Specialist position:

Job Description: QA Specialist (BPO Retail Account)

As a QA Specialist you will play a critical role in ensuring the quality and accuracy of customer interactions within the retail account. Your responsibilities will involve:

• Conducting evaluations and assessments of customer interactions such as calls chats and emails to ensure quality assurance.
• Analyzing and assessing agent performance based on predefined quality metrics and criteria.
• Providing feedback and coaching to agents to enhance their performance and adherence to quality standards.
• Identifying trends patterns and areas for improvement in customer interactions and processes.
• Collaborating with team leaders and managers to develop and implement initiatives for quality improvement.
• Participating in calibration sessions to ensure consistency and alignment in quality evaluations.
• Reporting and documenting findings trends and recommendations for management review.
• Staying updated on the latest policies procedures and best practices in quality assurance.
• Contributing to a positive and collaborative team environment.

Remote Work :

No