Quality Assurance Specialist Featured

Job Summary:

The Quality Assurance Specialist plays a critical role in maintaining and continuously improving service quality across assigned campaigns. The role is responsible for monitoring and evaluating customer interactions, ensuring adherence to client requirements, campaign-specific SOPs, compliance guidelines, and internal quality standards.

The Quality Assurance Specialist will conduct live and recorded interaction audits, identify performance and process gaps, provide objective and constructive feedback, develop and track corrective action plans, and collaborate with Operations, Training, and other cross-functional teams to drive measurable improvements in agent performance and customer experience.

The role also involves preparing QA reports, analyzing quality trends, participating in calibration sessions, and communicating quality insights and recommendations to internal stakeholders and clients.

Key Responsibilities:

1. Quality Monitoring & Evaluation

• Conduct daily, weekly, and monthly quality audits of customer interactions, including live and recorded calls, emails, chats, and CRM records, as applicable.
• Evaluate representative performance against defined QA scorecards, client requirements, scripts, SOPs, compliance guidelines, and internal quality standards.
• Maintain high audit accuracy and consistency by following established QA procedures, evaluation criteria, and calibration standards.
• Identify performance gaps, process deviations, compliance risks, and opportunities for improvement.
• Conduct live call monitoring and provide timely feedback on communication, compliance, call handling, and customer service standards.
• Escalate critical or urgent quality and compliance issues to the appropriate management team.

2. Documentation, Reporting & Data Analysis

• Accurately document all quality evaluations, observations, feedback, and action plans within the designated CRM or QA system.
• Prepare and share daily, weekly, and monthly QA reports, dashboards, and performance summaries for internal stakeholders and clients.
• Analyze QA data to identify recurring issues, performance trends, strengths, risks, and improvement opportunities.
• Maintain accurate records of audit results, feedback sessions, corrective actions, and post-coaching evaluations.
• Ensure the confidentiality, accuracy, and integrity of quality records and employee performance data.

3. Feedback, Coaching & Performance Improvement

• Provide objective, constructive, and actionable feedback to representatives based on QA findings.
• Focus feedback on both compliance and soft-skill development, including communication, customer handling, process adherence, and call quality.
• Collaborate with Operations and Training teams to identify recurring performance gaps and training requirements.
• Recommend and support refresher training, coaching sessions, and other interventions to address identified gaps.
• Assist in evaluating the effectiveness of coaching and training interventions through follow-up audits and pre- and post-assessments.
• Promote a culture of quality ownership, continuous learning, accountability, and process adherence.

4. Corrective & Preventive Actions

• Identify recurring quality issues and recommend appropriate Corrective and Preventive Actions (CAPA) or Corrective Action Plans (COAs).
• Work closely with Operations, Training, and relevant stakeholders to develop and implement improvement plans.
• Track corrective action progress and evaluate the effectiveness of implemented measures.
• Conduct follow-up audits where required and escalate unresolved or recurring issues.
• Contribute to continuous improvement initiatives aimed at enhancing customer experience, compliance, productivity, and overall campaign performance.

5. Client Communication & Stakeholder Management

• Share QA outcomes, reports, summaries, trends, and actionable insights with internal stakeholders and clients.
• Participate in client meetings and quality review sessions to discuss campaign performance, trends, compliance concerns, and improvement opportunities.
• Present QA findings clearly and professionally to support informed decision-making.
• Respond professionally to client queries related to quality evaluations, audit results, and corrective actions.
• Maintain strong working relationships with Operations, Training, QA leadership, and client stakeholders.

6. Calibration & Quality System Support

• Participate in regular QA calibration sessions to ensure consistency and alignment in evaluation standards.
• Support the development, review, and refinement of QA scorecards, evaluation forms, audit criteria, and feedback mechanisms.
• Ensure quality monitoring practices remain aligned with client expectations, campaign requirements, and internal standards.
• Assist QA leadership in identifying opportunities to improve quality monitoring processes and systems.

Requirements & Qualifications:

Education

• Bachelor’s degree in Business Administration, Communications, Management, or a related discipline.

Experience

• Minimum 1 year of experience in a Quality Assurance role within a BPO or call center environment (Mandatory)
• 1–3 years of relevant QA experience is preferred.
• Experience with client-driven QA frameworks, performance monitoring systems, CRM platforms, and quality management processes is an advantage.
• Experience in client communication, QA reporting, calibration, or corrective action management is preferred.

Skills & Competencies

• Strong analytical, observational, listening, and evaluation skills.
• Exceptional attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Strong ability to provide constructive and professional feedback.
• Ability to objectively evaluate performance and translate findings into actionable insights.
• Strong time-management and organizational skills with the ability to meet audit and reporting deadlines.
• Proficiency in Microsoft Office Suite, particularly Excel, Word, PowerPoint, and Outlook.
• Proficiency in CRM and QA/evaluation systems.
• Familiarity with Quality Management Systems (QMS), QA scorecards, audit tools, and BPO quality frameworks is preferred.
• Strong understanding of customer service principles, compliance requirements, and contact center operations.
• Confidence in handling client communication and presenting quality findings.
• High level of professionalism, integrity, confidentiality, and accountability.

Benefits:

• Gym Facility
• Medical Insurance
• Paid Leave
• Provident Fund + EOBI
• Training Programs
• Market Competitive Salary + Lucrative Bonus
• Transportation Allowance
• Career Path