Quality Assurance Executive

We aRE seeking experienced Quality Assurance Executive to join our call center team. The role focuses on ensuring high standards of customer service and call quality across our team. If you are detail-oriented with a passion for quality assurance in a fast-paced environment, this is an excellent opportunity for you.

Key Responsibilities:

Monitor and evaluate inbound and outbound calls to ensure compliance with company policies and customer satisfaction standards.
Provide feedback and coaching to agents on areas of improvement to enhance call quality.
Develop and maintain quality assurance standards and performance benchmarks.
Generate reports based on call quality assessments and present actionable insights to the management team.
Collaborate with the training department to ensure agents receive adequate support in improving their call handling skills.
Identify recurring issues and recommend improvements to enhance the overall customer experience.
Stay updated on the latest trends and technologies in call center operations.

Requirements:

Minimum of 1-2 years of experience in Quality Assurance, preferably in a call center environment.
Strong communication skills and attention to detail.
Ability to work night shifts.
Proficiency in MS Office and call monitoring software.
Team player with a proactive approach to problem-solving.
Ability to work under pressure and meet deadlines.

Benefits: