Job Details
Skills And Tools:
Job Description
Monitor and evaluate inbound/outbound calls, emails, and digital interactions.
Assess quality performance and provide constructive feedback to agents and supervisors.
Identify quality trends, performance gaps, and root causes.
Support calibration sessions to ensure consistent evaluations.
Prepare quality reports and dashboards for management.
Collaborate with Training and Operations to address skill gaps and improve performance.
Support onboarding, coaching, and corrective actions.
Ensure compliance with company policies and procedures.
Job Requirements
Bachelor’s degree in business administration or a related field.
2-4 years of experience in call center QA or customer service.
Strong knowledge of call center KPIs, quality frameworks, and evaluation methodologies.
Experience with call monitoring systems and CRM platforms.
Strong analytical skills and attention to detail.
Good spoken and written English communication skills.
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