Quality Assurance Agent – Customer Interactions

About the role

As a Quality Agent you will monitor and evaluate customer interactions, identify quality issues, and provide feedback and coaching to improve team performance.

Key responsibilities

• Monitor and evaluate customer calls and interactions according to quality standards.
• Review calls, identify errors, gaps, and areas for improvement.
• Complete quality scorecards accurately and on time.
• Provide clear, constructive feedback to team members.
• Conduct one‑to‑one coaching sessions when needed.
• Identify repeated issues and report them to the Quality Team Leader/Manager.
• Follow up on corrective actions and improvement plans.
• Maintain accurate quality records and reports.
• Ensure employees follow company policies, procedures, and service standards.
• Support training initiatives by identifying common performance gaps.
• Escalate serious quality or compliance issues to management.

Required profile

• 1–3 years of experience in Quality Assurance, Quality Control, Customer Service or a related role.
• Previous experience in the banking or financial services sector is required.
• Good understanding of quality monitoring and scoring.
• Strong attention to detail and analytical/problem‑solving skills.
• Excellent communication, feedback, coaching and interpersonal abilities.
• Ability to work independently and meet deadlines.

Required skills

• Microsoft Excel