The Quality Assurance (QA) Agent is responsible for monitoring and assessing the quality of inbound and outbound customer interactions. This role ensures that agents meet performance standards and comply with company policies, while identifying areas for improvement. The QA Agent will deliver constructive feedback to agents, track performance trends, and collaborate with leadership to refine training and development efforts.

Key Responsibilities:

• Monitor Customer Interactions: Evaluate calls, chats, and emails to ensure customer service agents follow company guidelines, compliance requirements, and best practices.
• Quality Scoring: Apply standardized evaluation criteria to assess agent performance on factors like communication skills, adherence to scripts, professionalism, and problem-solving abilities.
• Feedback and Coaching: Provide detailed and constructive feedback to agents based on evaluation findings on the calls. Support agents in understanding quality expectations and enhancing their customer interaction skills.
• Process Improvement: Identify trends, recurring issues, and areas for improvement in service delivery. Work with team leaders /CM to implement corrective actions and refine training programs.
• Reporting: Prepare regular reports on QA findings, summarizing key insights, improvement areas, and progress metrics. Present findings to management as required.
• Training Support: Assist in training sessions, workshops, and calibration meetings to ensure agents are well-versed in quality standards and practices.
• Compliance and Documentation: Ensure all quality evaluations and feedback are accurately documented. Maintain records in line with company standards and industry compliance requirements.
• Collaboration: Collaborate with Operations, Training, and HR departments to align quality goals with company objectives.