Quality Assurance Officer (QA)

Position Objective:

To uphold and monitor adherence to quality standards within the contact center by conducting performance audits, analyzing customer interactions, and supporting the continuous improvement of service delivery through actionable insights and collaboration with key stakeholders.

REQUIREMENTS

• Minimum of 2 years of experience in quality assurance, customer service, or a related operational role within a contact center environment.
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.
• Excellent verbal and written communication skills
• Proficiency in QA systems, CRM platforms, and audit tools
• Strong analytical and problem-solving abilities
• Exceptional attention to detail and organizational skills
• Ability to work independently and manage time effectively
• High degree of professionalism, discretion, and integrity.

RESPONSIBILITIES

• Understand, document, and monitor compliance with quality standards across all relevant campaigns. Analyze the structure and ideal flow of calls, including expected behaviors and service outcomes.
• Audit randomly selected and targeted calls to evaluate alignment with service protocols and campaign expectations.
• Assess call strengths and weaknesses and provide structured feedback to Account Managers and the L&D team.
• Conduct in-depth analysis of repeated call failures, hotlists, invalid interactions, and customer complaints; perform root cause analysis and propose long-term corrective actions.
• Document all audits, evaluations, and insights accurately in QA platforms, ensuring data integrity and availability for reporting.
• Maintain and update QA dashboards and collaborate with MIS/WFM teams to automate performance tracking and reporting.
• Organize and facilitate QA calibration sessions with CSEs and AMS to ensure consistent standards and interpretations. Participate in client-side QA calibration reviews, ensuring internal and external quality expectations are aligned.
• Contribute to knowledge base development by flagging frequently misunderstood procedures, customer objections, or compliance errors.
• Collaborate with HR, L&D, and Service Delivery on creating personalized growth and coaching plans for underperforming CSEs.
• Recommend refresher trainings for agents who consistently fail to meet QA standards.
• Develop and implement quality improvement plans based on KPI outcomes, audit findings, and campaign feedback.