Description
The Quality Assurance Specialist monitors inbound and outbound calls, emails, and chat interactions; evaluates teammate performance against quality standards and company guidelines; assesses demeanor, technical accuracy, customer service delivery, and compliance; provides constructive feedback; identifies trends and recurring issues; and recommends process improvements. The role requires at least three years of Quality Assurance experience in a call center or BPO setting, familiarity with QA tools, scorecards, and calibration processes, and the ability to work independently in a remote environment. It offers full-time remote work, health coverage, paid leave, bonuses, and other employee benefits, along with specified home-office equipment and connectivity requirements.
