Quality Assurance (QA)

SUMMARY:
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POSITION INFO:
The Quality Assurance (QA) Agent is responsible for monitoring and assessing the quality of inbound and outbound customer interactions. This role ensures that agents meet performance standards and comply with company policies, while identifying areas for improvement. The QA Agent will deliver constructive feedback to agents, track performance trends, and collaborate with leadership to refine training and development efforts. Key Responsibilities: Monitor Customer Interactions: Evaluate calls, chats, and emails to ensure customer service agents follow company guidelines, compliance requirements, and best practices. Quality Scoring: Apply standardized evaluation criteria to assess agent performance on factors like communication skills, adherence to scripts, professionalism, and problem-solving abilities. Feedback and Coaching: Provide detailed and constructive feedback to agents based on evaluation findings on the calls. S...