Quality Assurance Specialist- Call Center (External Contract)

A Customer Service Quality Assurance Specialist is responsible for monitoring and evaluating customer service
interactions to ensure that they meet the organization's standards and objectives. They analyze customer service
interactions to identify areas for improvement, and work with customer service representatives to help them
improve their skills and knowledge. The job profile may include the following duties:
1. Monitor and evaluate customer service interactions: The QA specialist will review customer service
interactions, such as calls, chats, and emails, to ensure they meet the organization's quality standards.
They may use various tools and techniques to monitor interactions, such as call recording and screen
capture software.
2. Provide feedback and coaching: The QA specialist will provide feedback and coaching to customer service
representatives to help them improve their skills and knowledge. They may identify areas for
improvement and provide guidance on how to improve.
3. Develop and implement quality assurance programs: The QA specialist may develop and implement
quality assurance programs to ensure that customer service interactions meet the organization's
standards. They may develop policies and procedures, train staff, and monitor the effectiveness of the
program.
4. Analyze data and identify trends: The QA specialist may analyze customer service data to identify trends
and areas for improvement. They may use statistical analysis to identify patterns and develop strategies
to improve customer service interactions.
5. Collaborate with other departments: The QA specialist may collaborate with other departments, such as
customer service, sales, and marketing, to identify opportunities for improvement and implement
changes.
6. Conduct training sessions: The QA specialist may conduct training sessions for customer service
representatives to help them improve their skills and knowledge. They may develop training materials and
deliver training sessions in-person or remotely.
7. Provide reports and recommendations: The QA specialist will provide reports and recommendations to
management on the effectiveness of customer service interactions and the quality assurance program.
They may make recommendations for improvements based on their analysis of customer service
interactions and data
Knowledge:
1. Knowledge of customer service principles: A Customer Service Quality Assurance Specialist must have a
strong understanding of customer service principles, such as responsiveness, empathy, and problemsolving.
2. Knowledge of quality assurance methodologies: A QA specialist must have knowledge of quality assurance
methodologies, such as Six Sigma or ISO, and be able to apply them to customer service operations.
3. Understanding of data analysis: A QA specialist must be able to analyze customer service data and identify
trends and patterns to make recommendations for improvement.
4. Knowledge of training and coaching techniques: A QA specialist must be familiar with training and
coaching techniques and be able to apply them to improve the skills and knowledge of customer service
representatives.
5. Knowledge of call center operations: A QA specialist should have a basic understanding of call center
operations, such as call routing, IVR, and workforce management.
Skills/Physical Competencies:
1. Excellent communication skills: A QA specialist must have excellent communication skills, both verbal and
written, to provide feedback and coaching to customer service representatives.
2. Attention to detail: A QA specialist must have a keen eye for detail and be able to identify areas for
improvement in customer service interactions.
3. Analytical thinking: A QA specialist must be able to analyze customer service data and identify patterns
and trends to make recommendations for improvement.
4. Customer-focused mindset: A QA specialist must have a customer-focused mindset and be able to
evaluate customer service interactions from the perspective of the customer.
5. Coaching and mentoring skills: A QA specialist must be able to provide effective coaching and mentoring
to customer service representatives to help them improve their skills and knowledge.
6. Time management skills: A QA specialist must be able to manage their time effectively to review customer
service interactions, provide feedback, and develop and implement quality assurance programs.
7. Proficiency in computer skills: A QA specialist must be proficient in using computer software, such as call
recording and screen capture software, to monitor customer service interactions.
8. Ability to work in a fast-paced environment: A QA specialist must be able to work in a fast-paced
environment and handle multiple tasks simultaneously