
Customer Interaction Quality Assurance Specialist
1 day ago
Job Title: Customer Interaction Quality Assurance Specialist
We are seeking a highly skilled and dedicated individual to join our team as a Customer Interaction Quality Assurance Specialist. In this role, you will play a critical part in ensuring that every customer receives a consistent, compliant, and customer-centric experience across all contact centre channels.
Key Responsibilities:
• Evaluate inbound and outbound interactions across phone, email, and other customer contact channels using standardised QA scorecards.
• Maintain a regular schedule of quality monitoring to ensure consistent service and compliance.
• Provide clear, actionable feedback to managers and team members to support performance improvement.
• Track and analyse quality trends, identifying training needs and opportunities for process improvement.
• Ensure adherence to company policies, brand tone of voice, and regulatory requirements.
• Support the development and rollout of QA frameworks for new communication channels.
• Collaborate with managers to align QA observations with coaching, recognition, and development plans.
• Produce regular QA reports for leadership to monitor quality performance over time.
Required Skills and Qualifications:
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