About the role
Monitor and evaluate customer interactions (calls, chats, emails) to ensure compliance with company standards and quality guidelines.Conduct quality audits and provide detailed feedback to agents and team leaders.Identify performance gaps and recommend improvement plans.Track quality metrics and prepare regular reports.Collaborate with Operations, Training, and Management teams to enhance service quality.Ensure adherence to telecommunications regulations and company policies.Participate in calibration sessions and quality improvement initiatives.
1–3 years of experience in Quality Assurance within a call center or telecommunications environment.Strong knowledge of quality monitoring methodologies and performance metrics.Excellent analytical and reporting skills.Strong communication and coaching abilities.Advanced English proficiency.Proficiency in Microsoft Excel and reporting tools.
