Posted 1 year ago

Job Description:

  • Evaluate and monitor the quality of customer interactions (calls, emails, chats) within the organization.
  • Conduct regular audits and assessments to ensure adherence to quality standards.
  • Provide feedback and coaching to call center agents and other relevant teams.
  • Identify trends, issues, and areas for improvement in customer interactions.
  • Collaborate with team leaders to develop and implement quality improvement initiatives.

Key Responsibilities:

  • Monitor and evaluate customer interactions for quality and adherence to standards.
  • Conduct regular audits and assessments.
  • Provide feedback and coaching to improve performance.
  • Identify trends, issues, and improvement opportunities.
  • Collaborate with team leaders on quality improvement initiatives.


  • Strong attention to detail and analytical skills.
  • Excellent communication and interpersonal abilities.
  • Knowledge of quality assurance principles and practices.
  • Familiarity with call center operations and customer service metrics.
  • Ability to provide constructive feedback and coaching.

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