Quality Assurance Specialist Job Summary We are seeking a Quality Assurance Specialist to evaluate and improve the performance and efficiency of call center representatives. The ideal candidate will be responsible for monitoring call interactions, assessing adherence to company policies and procedures, and ensuring the delivery of high-quality customer service. Key Responsibilities - Conduct regular and random evaluations of call center interactions to ensure adherence to quality standards and procedures. - Assess representative performance based on established metrics, including customer service, communication skills, compliance, and problem resolution. Performance Metrics - Call quality ratings - Agent performance scores - Customer satisfaction feedback Requirements - Bachelor's degree in business, communications, or a related field - Previous experience in a call center environment - Strong analytical and problem-solving skills - Excellent communication and interpersonal skills Benefits - Ongoing training and development opportunities - Competitive compensation and benefits package - Collaborative and dynamic work environment