Call Center Quality Specialist

Job Purpose:

Quality Specialist is charge of monitoring calls and other channels in the Call Centre to ensure they follow data protection. Analysing and reporting data trends. Coaching and training the team where necessary. Ensuring the team provides a positive experience for customers.

Responsibilities of this role.

• Monitoring & Evaluation: Listen to/reviewed calls, chats, and emails to score agent performance based on quality rubrics and adherence to procedures.

• Coaching & Feedback: Deliver constructive feedback, one-on-one coaching, and training to agents to improve their skills and address performance gaps.

• Data Analysis & Reporting: Analyze data to identify trends, report on key metrics (like CSAT, FCR, AHT), and provide insights to management.

• Process Improvement: Develop, implement, and refine Standard Operating Procedures (SOPs) and quality management systems to enhance customer journey.

• Compliance: Ensure agents follow company policies, data protection rules, and regulatory guidelines.

• Calibration: Participate in calibration sessions to ensure consistent quality scoring across the team.

Technology Utilization: Use QA software, speech analytics, and call recording tools to support monitoring and analysis