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We are seeking an experienced Senior Quality Assurance Specialist to lead quality assurance initiatives within the Contact Center. The successful candidate will be responsible for monitoring and evaluating customer interactions, ensuring compliance with quality standards, driving continuous improvement initiatives, and providing coaching and guidance to quality analysts, team leaders, and customer service teams to enhance overall service excellence.

Key Responsibilities

• Lead and oversee quality assurance activities across inbound and outbound calls, emails, and chat interactions.
• Develop, maintain, and improve quality monitoring frameworks, scorecards, and evaluation criteria.
• Monitor customer interactions to ensure compliance with company policies, procedures, client requirements, and regulatory standards.
• Conduct calibration sessions with quality analysts, team leaders, and operations to ensure consistent and fair evaluations.
• Analyze quality trends, identify root causes of recurring issues, and recommend corrective and preventive actions.
• Provide detailed feedback, coaching, and performance improvement recommendations to agents, team leaders, and quality analysts.
• Prepare and present quality performance reports, dashboards, and actionable insights to management.
• Collaborate with Operations, Training, and Workforce Management teams to implement quality improvement initiatives.
• Support process optimization and customer experience enhancement projects.
• Ensure quality KPIs and service standards are consistently achieved and continuously improved.
• Mentor junior Quality Analysts and support their professional development.

Requirements

• Bachelor's degree in Business Administration or a related field (or equivalent experience).
• Minimum 1 years of experience in a Contact Center, including at least 2 years in a Quality Assurance role.
• Strong knowledge of contact center KPIs, quality assurance methodologies, customer service standards, and performance management.
• Experience using call monitoring, quality management, and reporting tools.
• Advanced proficiency in Microsoft Excel and reporting tools.
• Experience in coaching, calibration sessions, and continuous improvement initiatives.

Skills

• Excellent attention to detail and objective evaluation abilities.
• Strong coaching, mentoring, and performance feedback skills.
• Advanced reporting and data analysis capabilities.
• Effective presentation and stakeholder management skills.
• Ability to work collaboratively across cross-functional teams.
• Continuous improvement mindset with a focus on customer experience and operational excellence.