[DISTRICT 7] QUALITY ASSURANCE SPECIALIST

• Conduct regular QA monitoring and quality assessments across Voice, Omni Chat and other customer service channels.

• Evaluate agent performance against defined QA criteria, Work Standards, SOPs and service standards.

• Identify quality gaps, recurring errors and potential compliance risks.

• Analyze QA results and provide root-cause analysis and improvement recommendations.

• Prepare periodic QA reports, quality trends and management insights.

• Coordinate with Team Leaders and relevant teams on corrective actions and follow-up.

• Support the development and continuous improvement of QA criteria, scorecards and quality monitoring methodology.

• Conduct calibration sessions to ensure consistency in quality assessment.

• Provide feedback and coaching recommendations based on QA findings.

• Support QMS and customer experience improvement initiatives.