Call Quality Assurance Specialist

Job Overview

We are looking for a sharp, detail-oriented Call Quality Assurance Specialist to join our operations team. You will be the ears of the business — listening to calls, ensuring our team is following the right processes, and helping us continuously raise the bar on client communication.

What You Will Do

• Monitor and evaluate recorded and live calls against HOF Migration's SOPs and internal quality manual
• Score calls using a structured evaluation scorecard and maintain accurate records
• Identify patterns, recurring errors, and compliance gaps across the team
• Escalate calls involving serious breaches, incorrect advice, or unprofessional conduct
• Provide clear, constructive written feedback to team leaders and HR
• Prepare daily and weekly quality reports for management
• Track and analyze performance metrics (conversion quality, CSAT, compliance adherence)
• Ensure adherence to data privacy and client confidentiality standards

Who We Are Looking For

• Bachelor’s degree in Business, Communications, HR, or related field
• 2–4 years of experience in call quality assurance, call monitoring, or a customer service environment
• Excellent written and verbal communication in English
• Strong understanding of call center KPIs and QA frameworks
• Excellent listening, auditing, and analytical skills
• Comfortable working with MS Excel or Google Sheets for logging and reporting
• Highly organized, objective, and able to work independently
• Trustworthy and discreet when handling sensitive client information

Working Hours: 11:00 AM – 8:00 PM (Monday-Saturday)

Work Location: In person