Quality Assurance Specialist

Roles and Responsibilities

• Conduct quality audits to ensure compliance with company standards and regulations.
  
• Analyze call recordings using QC tools like Scorecard, MIS, Sales Call, and Call Quality to identify areas of improvement.
  
• Perform outbound calls to monitor customer service levels and provide feedback for training purposes.
  
• Develop and maintain quality checklists for various processes such as sales calls, customer interactions, etc.
  
• Collaborate with team members to resolve issues related to call monitoring and quality assurance.