- Interaction Monitoring: Evaluate a set number of recorded or live calls/chats per agent weekly.
- Quality Scoring: Grade interactions based on a standardized scorecard (compliance, empathy, accuracy).
- Feedback & Coaching: Provide constructive, actionable feedback to agents and managers to improve skills.
- Calibration Sessions: Participate in meetings with team leads to ensure consistent evaluation standards across the center.
- Trend Analysis: Identify common errors, training gaps, and process issues, then report findings to management.
- Ensuring high service satisfaction, Measuring efficiency, Measuring problem resolution effectiveness. Adherence to legal and company policies.
- A Call Center Quality Assurance (QA) Specialist monitors, evaluates, and scores agent interactions (calls, chats, emails)
📌 Quality Assurance/ Analyst - Call Center (Borivali West)
🏢 Scaller Boat Finnovation
📍 Borivali West
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