Quality Assurance Expert
6 days ago
Job Description
About the RoleThe QA Specialist plays a vital role in ensuring the quality of our campaigns while maintaining effectiveness and target efficiency. This involves conducting audits, investigations, reviews, recommendations, and communication to meet client requirements.
As a QA Specialist, you will be responsible for monitoring, listening, recording, and evaluating agent phone calls according to defined rules and processes. Your primary goal is to improve customer satisfaction and provide proactive feedback to Operations regarding agent performance.
You will ensure that the required number of audits for the campaign is completed and provide accurate feedback to Operations. This position requires excellent communication skills, attention to detail, and analytical abilities.
Responsibilities- Communication
- Participate in internal and external client calibration sessions
- Support Team Leaders in setting improvement programs and action plans for CSRs
- Report on completed projects and/or reviews upon request
- Elevate quality deficiencies to QL/QM
- Attend internal local meetings with staff or other departments
- Develop expertise on all campaigns assigned to your site
- Gather up-to-date information and integrate feedback into best practices
- Handle internal and client complaints/escalations
- Knowledge Management
- Inform Training, CS, and OPS of any gaps in contact handling or online guides
- Stay well-informed about all required campaign information
- Align with new processes created or provided by management
- Training
- Recommend training programs to assist in creating new training content
- Deliver client-specific quality training as needed to all stakeholders
- Participate in review analysis
- Identify and report training needs to maintain quality levels
- Continuously review procedures and implement improvements based on client and quality department feedback
- Discuss QA process and expectations with Pre-30 agents upon assignment
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