Quality Assurance Specialist

Job description

Quality Assurance Specialist Location: Fayetteville, NC: Type: Full-time: Department: BFSI (Banking, Financial Services, and Insurance) Job Summary: The Quality Assurance Specialist is responsible for promoting and maintaining the organization’s quality standards, processes, and procedures. This role involves monitoring interactions, conducting calibrations, identifying gaps and trends, and providing feedback across departments to ensure continuous improvement. Responsibilities: - Monitor, calibrate, and support quality standards set by the client and the organization - Evaluate voice, email, and chat interactions based on established quality standards and metrics - Utilize call monitoring software and other tools to assess agent performance - Accurately document and track evaluation results - Provide constructive feedback to agents, highlighting strengths and areas for improvement - Participate in coaching sessions and calibration meetings to ensure consistent evaluation standards - Generate regular reports on quality metrics and performance indicators - Provide insights and recommendations to management for process improvements - Maintain a thorough understanding of company polic...