Quality Assurance (QA) Specialist

• Quality Assurance
  Monitor, evaluate, and score interactions based on compliance, process adherence, and performance standards.
  
• Analyze QA results to identify trends, recurring issues, training gaps, and opportunities for process improvements.
  
• Provide timely, constructive, and actionable feedback to team members to enhance performance and ensure quality standards.
  
• Collaborate with leadership to design and implement quality improvement initiatives aligned with business objectives.
  
• Maintain accurate QA documentation, audit logs, and compliance reports in line with company policies.
  
• Support audits and continuous improvement efforts to uphold program KPIs.
  Collaboration & Continuous Improvement
  Work closely with team leads and operations to highlight areas for skill development or process enhancements.
  
• Assist in evaluating effectiveness of refresher programs or process changes through QA data.
  
• Act as a subject -matter contributor in QA -related projects and initiatives.
  

Requirements

• Bachelor’s degree.
  
• 3–5 years of progressive experience quality, ideally in a BPO or client -service environment.
  
• Strong analytical mindset with experience interpreting QA metrics and performance data.
  
• Excellent observation, reporting, and coaching skills to drive actionable performance improvements.
  
• Proficiency in QA tools, CRM or customer engagement platforms, and reporting systems.
  
• Ability to manage multiple priorities in a fast -paced, hybrid work environment.
  
• High initiative in process improvement, compliance, and quality enhancement.
  
• Familiarity with QA standards, audit practices, and KPI monitoring.
  
• Excellent coaching, facilitation, and presentation skills.
  
• Analytical mindset with proficiency in metrics, dashboards, and reporting tools.
  
• Highly organized, detail -oriented, and capable of managing multiple priorities and locations.