Quality Assurance Specialist

About the role

We are looking for a Quality Assurance Specialist to oversee the quality of customer interactions and ensure compliance with service standards. The role involves handling executive complaints, coaching analysts, and supporting operational needs within a call‑center environment.

Key responsibilities

• Investigate and track executive complaints, updating the complaint tracker.
• Facilitate internal and external calibration sessions in the absence of a QA supervisor.
• Provide coaching and feedback to Quality Analysts on performance.
• Attend regular calibration meetings with clients and operations teams.
• Conduct team meetings to communicate quality updates and minutes from client calls according to SLA.
• Prepare and distribute QA evaluation reports.
• Take calls when needed to assist operational requirements.
• Update required reports and raise timely alerts for fatal defects.
• Lead QA talk or call‑listening sessions during new‑hire training.
• Review monitors performed by QA specialists and re‑evaluate calls.

Required profile

• Strong analytical mindset with attention to detail.
• Excellent communication and coaching abilities.
• Ability to work independently and manage multiple priorities.
• Experience in a call‑center or customer service environment is preferred.

Required skills

• Proficiency with QA tracking and reporting tools.
• Familiarity with call monitoring and calibration processes.