Quality Assurance Specialist
1 week ago
We are seeking a highly skilled Quality Assurance Specialist to join our team at Telecontinent. As a Quality Assurance Specialist, you will play a critical role in ensuring that our customer service operations meet the highest standards of quality and excellence.
Key Responsibilities- Quality Monitoring and Evaluation: Conduct thorough quality monitoring and evaluation of customer interactions across multiple channels to ensure adherence to company standards and procedures.
- Feedback and Reporting: Provide timely and constructive feedback to customer service agents regarding their performance in handling customer interactions.
- Training and Development: Collaborate with training teams to develop training programs and materials based on quality assurance insights.
- Customer Experience Improvement: Analyze customer feedback and interaction data to identify opportunities for improving the customer experience across all channels.
- Process Improvement and Standardization: Identify and recommend process improvements based on quality evaluation findings.
- Compliance and Policy Adherence: Ensure that all customer interactions comply with company policies, legal requirements, and industry standards.
- Cross-Functional Collaboration: Work closely with cross-functional teams to ensure a cohesive approach to customer service excellence.
- Proven experience in quality assurance within a call center or customer service environment is required.
- Strong understanding of call center operations, customer service best practices, and multi-channel support dynamics.
- University education or diploma, preferably in a related discipline.
- Excellent written and verbal communication skills in English.
- Strong analytical, decision making and problem-solving skills, with attention to detail.
- Adaptability, initiative & stress tolerance.
- Ability to provide constructive feedback and guidance to team members.
- Proficiency in MS Office (PowerPoint and Excel) and call center software/tools.
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Quality Assurance Specialist
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Quality Assurance Manager
1 week ago
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