Quality Assurance Specialist

About the role

We are seeking a detail‑oriented Quality Assurance Specialist to monitor and evaluate the performance of our Customer Service team. The role focuses on ensuring compliance with company standards, identifying improvement opportunities, and supporting operational excellence through coaching and reporting.

Key responsibilities

• Monitor customer interactions across calls, chats and other channels to verify adherence to quality standards and policies.
• Conduct regular quality audits using approved scorecards and provide actionable feedback.
• Deliver monthly coaching sessions to address performance gaps and foster continuous development.
• Develop and maintain quality standards, evaluation criteria and QA procedures.
• Analyze quality trends and produce daily, weekly and monthly performance reports with improvement recommendations.
• Collaborate with team leaders and management to identify gaps and implement corrective action plans.
• Ensure compliance with operational procedures, service standards and best practices.
• Track recurring customer issues and propose preventive solutions.
• Participate in calibration sessions to guarantee consistent and fair evaluations.

Required profile

• Bachelor’s degree in Business Administration or a related field (preferred).
• 1–2 years of experience in Quality Assurance, Customer Service Quality or Call Center Quality.
• Strong analytical, reporting and problem‑solving abilities.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple priorities.

Required skills

• Proficiency in Microsoft Excel.
• Proficiency in Microsoft Office.