Quality Assurance Senior Specialist

Follow daily operational tasks to ensure seamless work continuity and smooth functioning of the Quality processes.

Contribute to the timely and accurate preparation of reports related to quality assurance and performance metrics. Ensure these reports meet the required standards, objectives, and goals.

Monitor and evaluate agent performance on both voice and non-voice transactions using a quality monitoring system. Focus on script adherence, data accuracy, process consistency, and product knowledge.

Analyze performance failures and potential risks, setting action plans and preventive measures on a weekly and monthly basis. Communicate analysis results effectively to management and stakeholders.

Assess quality variations based on performance metrics and document quality-related issues. Ensure ongoing quality...