Customer Service Quality Assurance Specialist (Remote)

We are urgently looking for Customer Service Quality Assurance Specialist (Remote) for one of our clients.

Responsibilities

• Monitor and evaluate customer service interactions (calls, emails, chats) based on predefined quality standards
• Identify performance gaps and provide constructive feedback to customer service representatives
• Develop and maintain quality assurance scorecards and evaluation criteria
• Conduct regular audits and prepare quality reports with actionable insights
• Collaborate with team leaders and trainers to improve service quality and processes
• Track key performance indicators (KPIs) such as CSAT, FCR, and response time
• Recommend process improvements to enhance customer satisfaction and operational efficiency
• Participate in calibration sessions to ensure consistency in evaluations
• Support training and coaching initiatives based on quality findings

Requirements

• Minimum Intermediate or Bachelor’s degree (any discipline)
• 2–4 years of experience in customer service or quality assurance (preferably in a call center or BPO environment)
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Ability to provide constructive and objective feedback

Work Location: Remote