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Job Description – Quality Assurance Specialist (QA)

Role Overview

The Quality Assurance Specialist is responsible for monitoring and evaluating customer interactions and operational processes to ensure compliance with quality standards and company procedures. The role supports continuous improvement through audits, reporting, and coaching recommendations.

Key Responsibilities

• Monitor and evaluate customer interactions, tickets, and calls.
• Conduct quality audits in accordance with internal guidelines.
• Identify performance gaps and improvement opportunities.
• Prepare quality reports and provide feedback to Team Leaders and Management.
• Participate in calibration sessions and quality reviews.
• Track quality trends and recommend corrective actions.
• Ensure compliance with company policies and customer service standards.
• Support quality-related projects and process improvement initiatives.

Requirements

• 1-2 years of experience in Quality Assurance.
• Strong analytical and reporting skills.
• High attention to detail and accuracy.
• Ability to provide constructive feedback and coaching recommendations.
• Experience with quality monitoring tools and reporting systems is preferred.

Technical Skills

• Advanced knowledge of MS Office, especially Excel.
• Experience with CRM systems and quality management tools is an advantage.