Quality Service Specialist

We are seeking a Quality Service Specialist to join our Customer Service team. The ideal candidate will be responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure the highest standards of service are consistently delivered.

Evaluate customer service calls, chats, and emails based on quality standards and KPIs.

Provide detailed feedback and coaching to agents to enhance performance and customer satisfaction.

Identify training needs and recommend process improvements to improve service delivery.

Prepare regular quality reports and trend analyses for management.

Collaborate with Team Leaders and Training departments to ensure alignment with business goals.

Maintain quality documentation, procedures, and audit trails.

Bachelor’s degree in Business Administration, Communications, or a related field.

2–4 years of experience in a quality assurance or customer service role (preferably in a contact center environment).

Strong knowledge of quality monitoring tools, KPI metrics, and customer satisfaction standards (CSAT, DSAT, QA scores).

Excellent communication, analytical, and coaching skills.

Proficient in MS Office and CRM systems.