Quality Assurance Specialist / Manager (Customer Experience)

Quality Assurance Specialist / Manager (Customer Experience)

Job Summary

The Quality Assurance Specialist is responsible for monitoring, evaluating, and improving the quality of customer interactions across various communication channels, including inbound and outbound calls, emails, chats, and other customer contact methods. This role ensures that customer interactions meet established quality standards, compliance requirements, and performance expectations.

The position serves as a subject matter expert in quality assurance, providing insights, coaching, and recommendations to improve customer service performance, operational processes, and overall customer experience.

Key Responsibilities

• Monitor and evaluate customer interactions through calls, emails, chats, and other communication channels to ensure compliance with quality standards, policies, and procedures.
• Conduct quality assessments and provide accurate documentation of performanc...