Quality Assurance Specialist

We are looking for a Quality Assurance Specialist to monitor, evaluate, and analyze customer service interactions across multiple channels. The role is responsible for ensuring compliance with quality standards, company policies, and SOPs while supporting an excellent customer experience.The successful candidate will conduct quality evaluations, prepare performance reports, monitor KPIs, identify performance gaps, and provide data-driven insights to support continuous improvement. The role will also involve collaborating with trainers, team leaders, and management to improve service quality and customer satisfaction.RequirementsMinimum 1 year of experience in Customer Service/Contact Center Quality Assurance (QA)Fluent in EnglishAdvanced proficiency in Microsoft ExcelExperience with QA/customer service platforms is preferredEnsure adherence to company policies, SOPs, and complaint-handling procedures, and escalate critical risks when requiredConduct daily multi-channel quality evaluations against approved scorecardsTrack KPIs and analyze quality trendsIdentify coaching needs and recurring errorsPrepare daily, weekly, and monthly performance reports using Microsoft ExcelParticipate in calibration sessions to ensure evaluation accuracy and consistencyCollaborate with trainers and management to enhance service qualityStrong analytical, communication, feedback-delivery, and problem-solving skillsHigh attention to detailEvaluation volume and coverage rateEvaluation accuracy and calibration scoreReporting timeliness and accuracyCompliance adherence rate and critical error detection