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Quality Assurance Specialist
- Monitor and evaluate customer service interactions.
- Ensure agents follow company policies and quality standards.
- Provide feedback and coaching points to improve agent performance.
- Identify common customer issues and report trends.
- Prepare quality reports and share insights with management.
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Support training and calibration sessions when needed.
- Previous experience in quality assurance or customer service is a plus
- Strong attention to detail Ability to evaluate calls, chats, and customer interactions
- Good analytical and reporting skills
- Ability to provide constructive feedback to agents
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