Quality Assurance Officer

We are currently seeking a detail-oriented and experienced Female Quality Assurance (QA) Specialist to join our team. The QA Specialist will be responsible for monitoring and evaluating the performance of our Customer Service Support Agents, focusing primarily on call handling quality, customer interaction, and compliance with company standards.

Key Responsibilities:

• Monitor and listen to customer service calls to ensure high standards of customer care.
• Evaluate call recordings for accuracy, professionalism, and adherence to scripts and protocols.
• Provide detailed feedback and reports to management and agents on performance.
• Identify gaps in agent performance and suggest areas for training and improvement.
• Collaborate with the training team to implement corrective actions.
• Maintain accurate QA logs and documentation.
• Ensure agents comply with company policies and customer service best practices.

Requirements:

• Female candidate (due to team and cultural requirements).
• EDUCATION: MUST O-LEVEL 0r A-Level
• Previous experience in quality assurance or call center evaluation preferred.
• Strong communication and analytical skills.
• Excellent attention to detail.
• Proficient in using call monitoring tools and reporting software.
• Fluent in ENGLISH – both spoken and written.
• Ability to work independently and maintain confidentiality.

Preferred Qualifications:

• 1+ year of experience in a customer service or call center QA role.
• Experience in the travel, hospitality, or service industry is a plus.

Benefits:

• Competitive salary
• Training and career development opportunities
• Friendly and supportive work environment

Job Type: Full-time

Pay: Rs40,000.00 - Rs50,000.00 per month

Work Location: In person