Quality Assurance Specialist

Be responsible for monitoring and evaluating customer interactions to ensure the highest standards of service quality and customer satisfaction. You will work closely with the Customer Care team to identify areas for improvement and implement strategies that enhance the overall customer experience.

Requirements

Bachelor’s degree or equivalent experience preferred.

Proven experience in Quality Assurance, preferably within a Customer Care or Call Center environment.

Language proficiency

Ability to provide clear, actionable feedback in a constructive manner.

Problem-solving mindset with the ability to work collaboratively.

Familiarity with CRM systems and QA tools.

Responsibilities

Perform regular audits of customer interactions across all communication channels (including calls, SMS, and chats) to ensure compliance with company policies, established procedures, and quality standards.

Assess the effectiveness and accuracy of information delivered by Customer Care Representatives to ensure consistency and alignment with organizational standards.

Provide thorough onboarding and training for new employees to ensure they are fully prepared for their roles.

Analyze quality assurance data and prepare detailed reports to highlight trends and areas requiring attention.

Assist in developing and updating QA guidelines, scripts, and evaluation criteria.

Support the resolution of customer complaints and escalations by reviewing related interactions.

Maintain knowledge of company products, services, and processes to effectively assess customer care quality.

Monitor and evaluate phone calls to ensure high service quality.

Ensure employees follow the approved scripts and procedures.

Measure customer satisfaction through calls or surveys.

Assist to the development and improvement of policies and procedures.

Regularly update and review the knowledge base to keep information up-to-date and accurate.