• Monitor and evaluate calls, chats, and emails to ensure compliance with quality standards and client requirements.
• Prepare and maintain quality reports, scorecards, and performance dashboards.
• Collaborate with Operations and other support teams to address quality concerns and improve customer experience.
• Ensure adherence to company policies and applicable compliance standards.
• Identify performance gaps, recurring issues, and opportunities for process improvements.
• At least 1 year of BPO Quality Assurance experience.
• Strong customer service and communication skills.
• Basic knowledge of QA concepts, NICE, sampling, feedback, and RCA.
• Proficient in MS Office and basic reporting/analysis.
Benefits and Company Perks:
• Structured career path
• Growing and expanding team – more internal career progression opportunities for all
• Safe work environment
• Free HMO coverage from day 1, including your domestic partner
• Skills training opportunities
• Paid leaves