Quality Assurance Coordinator – Call Center

About the role

We are seeking a detail‑oriented and results‑driven Quality Assurance Coordinator to support and oversee quality assurance processes within our customer service call‑center operations. The role monitors service quality, analyzes performance metrics, ensures compliance with company standards, and drives continuous improvement initiatives to enhance the customer experience and operational performance.

Key responsibilities

• Monitor and evaluate customer interactions to ensure compliance with quality standards, company policies, and procedures.
• Coordinate daily quality assurance activities within the customer service operation.
• Provide coaching support and actionable feedback to improve agent performance and customer experience.
• Analyze quality performance metrics and prepare reports to identify trends, opportunities, and areas for improvement.
• Utilize data analysis tools to support quality initiatives and operational decision‑making.
• Collaborate with Operations, Team Leaders, and Training teams to address quality concerns and implement corrective action plans.
• Assist in the development and continuous improvement of quality assurance processes and evaluation standards.
• Support calibration sessions and ensure consistency in quality evaluations.
• Manage multiple projects and quality‑related initiatives simultaneously while meeting deadlines.
• Maintain accurate documentation and reporting of quality findings and action plans.

Required profile

• Minimum of 6 months proven experience as a Team Leader, preferably within Quality Assurance teams in a call‑center environment.
• Active university student, preferably pursuing a degree in Business Administration, Industrial Engineering, or a related field.
• English proficiency level B2+ (required).
• Strong leadership and conflict‑resolution skills.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• Excellent analytical skills and strong attention to detail.

Required skills

• Advanced proficiency in Microsoft Office Suite, especially Excel, PowerPoint, and reporting tools.
• Experience working with data analysis tools and performance metrics.