We are looking for a Quality Assurance (QA) Representative to monitor and evaluate customer interactions to ensure service excellence. You will assess call quality, provide feedback to agents, and collaborate with leadership to drive improvements in customer experience.

• Monitor inbound and outbound calls, chat, or email interactions to ensure adherence to company standards.
• Evaluate customer interactions for accuracy, professionalism, and compliance with company policies.
• Provide constructive feedback to agents and assist in coaching sessions.
• Maintain and update QA scorecards and reports.
• Identify training needs and recommend process improvements.
• Collaborate with team leaders and trainers to enhance performance metrics.
• Ensure compliance with company guidelines and regulatory requirements.

• Previous experience as a Quality Assurance Representative, QA Analyst, or similar role in a BPO or call center setting.
• Strong analytical and problem-solving skills.
• Excellent communication and feedback delivery skills.
• Proficiency in QA tools, call monitoring software, and reporting systems.
• Ability to work independently and in a team-oriented environment.