We are looking for a Quality Assurance Specialist to monitor, evaluate, and analyze customer service interactions across multiple channels. The role is responsible for ensuring compliance with quality standards, company policies, and SOPs while supporting an excellent customer experience. The successful candidate will conduct quality evaluations, prepare performance reports, monitor KPIs, identify performance gaps, and provide data-driven insights to support continuous improvement. The role will also involve collaborating with trainers, team leaders, and management to improve service quality and customer satisfaction.

Ensure adherence to company policies, SOPs, and complaint-handling procedures, and escalate critical risks when required. Conduct daily multi-channel quality evaluations against approved scorecards. Track KPIs and analyze quality trends. Identify coaching needs and recurring errors. Prepare daily, weekly, and monthly performance reports using Microsoft Excel. Participate in calibration sessions to ensure evaluation accuracy and consistency. Collaborate with trainers and management to enhance service quality.

Evaluation volume and coverage rate. Evaluation accuracy and calibration score. Reporting timeliness and accuracy. Compliance adherence rate and critical error detection.

Desired Candidate Profile

Minimum 1 year of experience in Customer Service/Contact Center Quality Assurance (QA). Fluent in English. Advanced proficiency in Microsoft Excel. Experience with QA/customer service platforms is preferred. Strong analytical, communication, feedback-delivery, and problem-solving skills. High attention to detail.