
Quality Assurance Specialist | Quality Control Specialist
4 weeks ago
Overview
We are seeking a highly detail-oriented and experienced Quality Assurance Specialist & Quality Control Specialist to join our team. These roles involve evaluating customer interaction quality (QA) and CRM data accuracy (QC) to ensure the delivery of high-quality service and reliable client information. You will play a vital part in maintaining performance standards across voice, email, and chat channels while verifying the integrity of data in the client’s systems.
ResponsibilitiesQA Responsibilities:
- Monitor and evaluate customer interactions (calls, chats, emails) to ensure alignment with service standards.
- Identify gaps in agent performance and provide constructive feedback or coaching as needed.
- Conduct regular calibration sessions with internal teams and client representatives.
- Track performance trends and generate QA score reports on a daily, weekly, and monthly basis.
- Participate in improvement programs focused on enhancing the customer experience.
QC Responsibilities:
- Review and validate data entries in the CRM system for accuracy and completeness.
- Identify and report data inconsistencies, duplicates, or missing information.
- Collaborate with operations to ensure proper documentation and adherence to process standards.
- Conduct root cause analysis for frequent data issues and recommend corrective actions.
- Maintain internal QC documentation and reporting tools.
- Bachelor’s degree in any field (required)
- Minimum of 2–3 years’ experience in BPO QA or QC roles
- Experience in monitoring customer interactions (voice, chat, email)
- Familiar with CRM systems and data verification practices
- Strong analytical and reporting skills
- Proficient in Microsoft Office (Word, Excel, PowerPoint)
- Solid understanding of QA/QC tools, standards, and methodologies
- Certification in QA, QC, or Six Sigma is an advantage
- Excellent written and verbal communication skills
- Strong attention to detail and ability to work independently
- Amenable to flexible scheduling, including weekends if needed
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