Quality Assurance Specialist

Quality Assurance Specialist

We are seeking a detail-oriented Quality Assurance (QA) Specialist to evaluate phone-based or email customer interactions and ensure consistent service quality, accuracy, and compliance. This role is responsible for auditing calls or emails, identifying performance trends, and providing actionable feedback to help improve agent performance and the overall customer experience.

Key Responsibilities

• Conduct audits of inbound and outbound customer phone interactions or email exchanges.
• Evaluate calls /emails for accuracy, tone, professionalism, and adherence to company standards
• Score calls/ emails using QA scorecards and provide clear, actionable feedback
• Identify performance trends, coaching opportunities, and recurring issues
• Partner with Team Leads to support agent development and improvement
• Flag compliance risks, incorrect information, or process gaps
• Maintain accurate QA records and reporting documentation
• Participate in calibration sessions to ensure scoring consistency
• Recommend improvements based on audit findings and trends.

Qualifications

• Strong attention to detail and listening skills
• Ability to objectively evaluate conversations and provide constructive feedback
• Clear understanding of customer service and communication best practices
• Strong written and verbal communication skills
• Ability to identify patterns, trends, and performance gaps
• Comfortable working with QA tools, CRMs, and call recording systems
• Strong time management skills and ability to meet audit expectations
• Previous experience in QA, customer support, or call center environments preferred
• Familiarity with compliance standards is a plus