Job Summary:

The Quality Assurance Associate will be responsible for monitoring, evaluating, and improving the quality of voice and non-voice customer interactions in our call center. This role involves assessing performance, providing constructive feedback and recommendations, and working collaboratively with call center agents and management to enhance overall service quality.

Key Responsibilities:

• Monitor and Evaluate Customer interactions: Conduct regular assessments of chat interactions and calls to ensure adherence to company standards, compliance, and quality metrics.

• Provide Feedback: Deliver actionable and constructive feedback to call center agents based on evaluations, identifying strengths and areas for improvement.

• Develop and Implement Quality Standards: Assist in the creation and refinement of quality standards and performance metrics to drive continuous improvement.

• Assist Training and Coaching: Assist in training and coaching sessions to support agent development and skill enhancement.

• Analyze Performance Data: Utilize quality assurance tools and systems to analyze performance trends and generate reports, providing insights and recommendations to management.

• Collaborate with Teams: Work closely with call center agents, supervisors, and management to address quality issues, implement best practices, and foster a culture of excellence.

• Ensure Compliance: Verify that all customer interactions comply with legal and regulatory requirements, as well as company policies and procedures.

• Handle Quality Discrepancies: Investigate and resolve quality discrepancies or complaints, taking appropriate corrective actions as necessary.

• Perform ad hoc tasks: Undertake various quality and data-related tasks and projects as assigned by management, including special audits, process improvements, and emergency quality reviews to support operational needs and enhance overall call center performance.

Qualifications:

• Education: Bachelor’s degree in Information Technology, Business Administration, Communications, or a related field preferred.

• Experience: 

  • Minimum of 2 years of experience in a quality assurance role within a call center, sales or customer service environment.

  • Experience in using various social media platforms and Artificial Intelligence tools. 

• Skills:

  • Strong analytical skills and attention to detail.

  • Excellent communication and interpersonal skills.

  • Ability to provide constructive feedback and conduct training.

  • Proficiency with quality assurance forms and tools

  • Familiarity with call center operations and performance metrics.

  • Ability to provide recommendations to boost sales and improve performance outcomes.

• Technical Skills: 

  • Proficiency in Microsoft Office (Word, Excel, PowerPoint) and experience with quality monitoring software. 

  • Knowledge of using Meta and other social media platforms is a plus. 

Personal Attributes:

• Strong problem-solving abilities and a proactive approach.

• Ability to work independently and as part of a team.

• High level of adaptability and flexibility

• High commitment to integrity and professionalism

• Exceptional organizational and time-management skills

• Quick to learn and apply new skills and knowledge effectively.

• Ability to work in a fast-paced environment

Please refer to job description.