Call Center Quality Assurance

A company is looking for a Quality Assurance Associate.

Key Responsibilities

Monitor and evaluate interactions by listening to recorded calls and reviewing communications to assess agent performance

Provide feedback and coaching to agents to enhance their performance

Analyze performance data to identify trends and opportunities for improvement in service delivery

Required Qualifications

1-3 years of experience in a call center or customer service environment, with quality monitoring or coaching experience preferred

Familiarity with call center software and quality monitoring systems

Proficiency with standard office suites like Microsoft Office or Google Workspace

Ability to adapt well to change and manage multiple tasks in a fast-paced environment

Experience in developing and improving processes to enhance client experience