Quality Assurance Specialist

About the role

The Quality Assurance Specialist maintains and improves service quality across assigned campaigns by monitoring and evaluating customer interactions. The role covers live and recorded interaction audits, feedback, corrective action plans and QA reporting, working with Operations, Training and other teams to improve agent performance and customer experience.

Key responsibilities

• Conduct daily, weekly and monthly audits of live and recorded calls, emails, chats and CRM records, and evaluate performance against QA scorecards, scripts, SOPs and compliance guidelines
• Provide timely feedback on communication, compliance, call handling and customer service, and escalate critical issues
• Document evaluations and action plans in the CRM or QA system and prepare daily, weekly and monthly QA reports and dashboards
• Analyze QA data to spot trends, risks and improvement opportunities
• Work with Operations and Training on coaching, refresher training and follow-up audits
• Develop and track Corrective and Preventive Actions (CAPA) and improvement plans
• Share QA findings with internal stakeholders and clients, and take part in calibration sessions and quality reviews

Required profile

• Bachelor's degree in Business Administration, Communications, Management or a related field
• At least 1 year of QA experience in a BPO or call center (mandatory); 1-3 years preferred
• Advantageous: experience with client-driven QA frameworks, CRM platforms, QA reporting, calibration and corrective action management

Required skills

• Microsoft Office Suite, especially Excel, Word, PowerPoint and Outlook
• CRM and QA/evaluation systems
• Quality Management Systems (QMS), QA scorecards and audit tools (preferred)
• Strong analytical, listening and evaluation skills, attention to detail and written and verbal communication

What we offer

• Gym facility, medical insurance and paid leave
• Provident Fund and EOBI
• Training programs
• Competitive salary with bonus and transportation allowance
• Career path