Quality Assurance Specialist
Overview:
We are looking for a detail-oriented Quality Assurance Specialist to oversee all quality assurance activities. The quality assurance specialist’s responsibilities include developing and implementing policies, conducting tests and inspections, identifying production, process, or product issues, and presenting solutions.
As a Quality Assurance Specialist, you will be responsible for monitoring and evaluating customer interactions to ensure high-quality service standards are met. You will play a key role in maintaining our commitment to customer satisfaction by identifying areas of improvement and providing feedback to our team members.
Key Responsibilities:
- Monitor and evaluate inbound and outbound calls for quality assurance.
- Assess call center agents’ adherence to scripts, policies, and procedures.
- Provide constructive feedback and coaching to agents to enhance performance.
- Identify training needs and assist in developing training programs.
- Maintain accurate records of all call evaluations and feedback.
- Collaborate with team leaders and managers to develop strategies for improving call quality.
- Prepare quality reports and analyze data to identify trends and areas for improvement.
- Addressing and discussing issues and proposed solutions with superiors.
- Documenting quality assurance activities and creating audit reports.
Qualifications:
- Experience in quality assurance, with at least 2 years in BPO industry.
- Proficient in QA tools, methods, and concepts of quality assurance.
- Solid knowledge of relevant regulatory standards.
- Good communication skills, both verbal and written.
- Excellent data collection and analysis skills.
- Strong attention to detail and thoroughness.
About BPO Relations:
Welcome to BPORelations, where innovation meets excellence in the digital landscape. We specialize in two main areas: business process outsourcing (BPO) and digital content marketing. Our expertise in BPO allows us to handle campaigns for brands across the United States, delivering exceptional results and driving growth for our clients.In the digital space, we excel in content marketing, technical SEO, guest blogging, media outreach, conversion rate optimization, UX design, and sales funnel strategy.Our dedicated professionals tirelessly create and implement strategies that enhance our client's online presence, improve search engine visibility, and generate high-quality leads.