• Monitor and evaluate: Listen to and review customer interactions like calls, chats, and emails to assess adherence to company standards and policies.
• Provide feedback: Deliver constructive and detailed feedback to customer service agents to help them improve their performance and skills.
• Analyze data: Review performance metrics and other data to identify trends, pinpoint areas for improvement, and measure the effectiveness of quality initiatives.
• Ensure compliance: Make sure services and interactions comply with internal standards, client expectations, and relevant industry regulations.
• Implement improvements: Develop and implement strategies and action plans to enhance service quality and customer satisfaction.
• Collaborate and train: Work with management and training teams to develop quality assurance policies, procedures, and training programs.
• Maintain records: Keep detailed and organized records of evaluations, agent progress, and quality assurance reports. 

Required skills

• Communication: Excellent written and verbal communication skills for providing feedback and creating reports.
• Analytical skills: Ability to analyze data, identify trends, and use findings to drive improvements.
• Problem-solving: Critical thinking skills to identify issues and develop effective solutions.
• Attention to detail: Meticulous attention to detail to ensure accuracy in evaluations and reports.
• Coaching/Mentoring: Ability to provide coaching and support to agents to help them develop.
• Technical skills: Familiarity with QA tools and basic knowledge of business metrics. 
• Customer service quality assurance job description.

• College degree
• Minimum 1 year QA experience in a BPO setup
• Knowledgeable in Root Cause Analysis
• Must have blended account experience (Voice and Non-Voice)

Key Requirements:

• Strong analytical and problem-solving skills
• Ability to monitor and assess both voice and non-voice processes
• Familiarity with QA tools and BPO quality standards
• Effective communication skills for reporting findings and improvement recommendations

• Amenable to work in shifting schedule
• Must be bachelor's degree
• At least 1 year QA experience for BPO setup
• Knowledgeable in doing Root Cause Analysis
• Must have blended account experience (Voice and Non Voice)