Quality Assurance Specialist – Call Center

About the role

The Quality Assurance Specialist ensures an exceptional customer experience by monitoring call center interactions, maintaining quality standards, and driving continuous improvement. You will work closely with agents, supervisors, and stakeholders to uphold compliance and enhance performance.

Key responsibilities

• Monitor customer interactions to verify that client and customer expectations are consistently met.
• Conduct daily internal quality audits aligned with company quotas and standards.
• Identify, evaluate, and escalate suspicious or malicious behavior observed during monitoring.
• Assess agent performance against quality policies, procedures, and compliance standards.
• Deliver structured coaching and feedback sessions using internal QA frameworks.
• Complete required observations and coaching per agent, meeting client and internal targets.
• Collect and analyze top call drivers to spot trends and improvement opportunities.
• Develop and maintain Excel‑based reports highlighting key insights, performance gaps, and recurring issues.
• Participate in calibration sessions to ensure scoring consistency.
• Trigger real‑time alerts for inappropriate behaviors and coordinate immediate corrective actions.
• Collaborate with the ATAC Supervisor to share insights and contribute to strategic action plans.

Required profile

• Minimum 2 years of experience as a QA Analyst in a call‑center environment.
• Strong analytical, communication, and coaching abilities.
• Proficiency in Microsoft Excel for reporting and data analysis.
• Ability to identify trends and drive performance‑improvement initiatives.

Required skills

• Microsoft Excel

What we offer

• Opportunity to influence customer experience and quality standards.
• Collaborative environment with continuous learning.
• Access to performance data and tools for professional growth.