Quality Assurance Associate
Job Purpose
The QA Associate ensures the quality and consistency of customer service by monitoring and evaluating agent interactions across all channels. The role focuses on maintaining service standards, compliance, and customer satisfaction by providing feedback, identifying training needs, and supporting continuous improvement in overall call center performance.
Job Description
Call Quality & Performance Monitoring
Regularly assess call quality, provide feedback to agents, and ensure adherence to company policies and scripts.
Conduct audits of calls and interactions to ensure compliance with regulatory standards and internal company policies (e.g., data protection, confidentiality).
Training & Development
Support agent coaching programs by providing feedback on performance, identifying areas for improvement, and helping to develop call centers’ agent quality.
Making quiz for products, knowledge and process as bi-weekly.
Customer Satisfaction
Measure NPS through surveys, follow up on escalated issues, and drive initiatives to reduce customer effort and improve resolution times.
Report on Generation & Data Analysis
Create reports on quality monitoring and agent performance, presenting key findings to management.
Continuous Improvement:
Participate in process improvement initiatives by identifying operational inefficiencies, suggesting solutions, and helping to implement changes.
Involvement about the call center quality parameter improvement
Job Requirements
- High school graduated (More preferrable degrees holder)
- 1 year’s experience in call center QA fields
- Basic Microsoft Office (Excel, Power Point,)
Job Details
Associate
Customer Experience
