Requirements
Requires a Diploma or Bachelor's degree in Business Administration, Management, Quality Management, or a related field. Must have 2+ years of experience in Call Center Quality, Customer Experience, or Customer Service. Knowledge of COPC or HPMT is advantageous. Proficiency in Microsoft Office (Excel, PowerPoint), strong analytical, problem-solving, and communication skills are essential.
Description
We are looking for a Quality Specialist to monitor and evaluate call center performance, ensure compliance with quality standards, and identify opportunities to improve customer experience and operational performance.Key ResponsibilitiesMonitor and evaluate customer interactions to ensure compliance with established quality standards and procedures.Conduct quality assessments and provide accurate feedback on employee performance.Monitor call center performance against established quality and operational standards, including COPC, where applicable.Identify performance gaps, recurring issues, and areas for improvement.Prepare and analyzequality reports, KPIs, and performance trends.Work closely with Training, Operations, and Customer Experience teams to address performance gaps and training needs.Support the development and implementation of quality improvement initiatives.Ensure quality evaluation processes are applied consistently and accurately.Maintain accurate quality records, reports, and documentation.RequirementsDiploma or Bachelor's degree in Business Administration, Management, Quality Management, or a related field.2+ years of experience in Call Center Quality, Customer Experience, Customer Service, or a related field.Knowledge of COPC or HPMT (High Performance Management Techniques) certification is an advantage.Good command of English, both written and spoken.Strong analytical and problem-solving skills.Excellent attention to detail and accuracy.Good knowledge of Microsoft Office, especially Excel and PowerPoint.Ability to analyze performance data and prepare quality reports.Strong communication, presentation, and interpersonal skills.Ability to provide constructive feedback and work effectively with different teams.