Quality Assurance Specialist

About the role

The Quality Assurance Specialist ensures service quality across all customer touchpoints, aiming for high customer satisfaction and a positive experience. You will work within the Customer Operations team to monitor, evaluate, and improve interactions in both call‑center and face‑to‑face settings.

Key responsibilities

• Continuously assess and monitor the quality of calls and face‑to‑face interactions.
• Maintain quality standards in line with business objectives and operational guidelines.
• Measure performance, provide feedback to agents, and advise on immediate corrective actions.
• Support the customer experience transformation by analysing demand and recommending improvements.
• Identify knowledge gaps and training needs, and propose refresher or pocket‑training sessions.
• Review, translate, and validate all company content to ensure clarity and accuracy for customers.
• Produce daily, weekly, and monthly reports on quality issues and agent performance.

Required profile

• Strong analytical skills with a detail‑oriented mindset.
• Excellent problem‑solving and critical‑thinking abilities.
• Clear and concise communication skills.
• Effective time‑management capabilities.
• Experience in customer care, customer interaction, supervision, quality measurement, and training.

Required skills