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QA Supervisor - Call Center
(Call Center)
Experience level
Job Function
Job Industry
Min Education Level
Job Type
Job Description
An Exciting Opportunity for ...
Key Responsibilities:
• Monitor live and recorded inbound/outbound calls, emails, and chats to evaluate agent performance against company standards.• Score interactions based on predefined QA scorecards and provide constructive feedback to agents.• Identify patterns and root causes of recurring issues to improve quality and efficiency.• Provide coaching and guidance to agents for skill and performance development.• Coordinate with Team Leads and Training teams to align QA findings with training needs.• Prepare and analyse QA reports, highlight trends, and recommend improvements to processes or scripts.• Ensure compliance with regulatory and internal policies in all customer interactions.• Assist in updating QA scorecards, evaluation forms, and SOPs based on evolving business needs.• Contribute to strategic projects to enhance customer experience and service quality.
Open To
Job Requirements
. Bachelor’s degree.• Minimum 1-2 years of experience in customer service or call center environment, with at least 1 year in a QA role.• Strong knowledge of contact center operations, KPIs, and service excellence standards.• Excellent communication, interpersonal, and coaching skills.• Proficient in QA tools, call recording systems, and Microsoft Office applications.• Ability to work independently as well as collaboratively across departments.
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