Quality Control Specialist

The Quality Control Specialist ensures exceptional customer service by monitoring agent interactions and

providing feedback. This role focuses on enhancing performance, improving customer satisfaction, and

implementing quality assurance initiatives for continuous improvement

Key Accountabilities:

• Monitor and evaluate customer interactions across various channels (phone, chat) to assess quality, accuracy, and adherence to company standards.
• Provide detailed feedback and coaching to agents based on evaluations to enhance performance and customer satisfaction.
• Collaborate with management to develop quality assurance guidelines and metrics.
• Identify trends and areas for improvement in agent performance and customer experience.
• Prepare and present regular reports on quality performance metrics to management.
• Assist in the development and implementation of training programs for new and existing staff based on quality assessment findings.
• Conduct periodic audits of customer interactions to ensure compliance with regulations and company policies.
• Implement and maintain the CAST (Customer Assessment and Service Training) framework to enhance service delivery.