Job Description

 

Role Objective:

• We are looking for a Quality Assurance Specialist to join our team and oversee the quality of all services that our organization provides. Quality Assurance Specialist responsibilities include developing quality standards, conducting tests and identifying issues in the production of our services.
• Ultimately, you will work with a team to ensure our services meet our organization’s standards across the board.

 

Job Responsibility: 

• Review and evaluate employees’ phone, email, ticket, and chat records to ensure quality, accuracy, policy, up-to-date information, and core values are met.
• Identify training and improvement needs per employees’ and Department as a whole.
• Maintain a keen understanding of the Consultant Success Plan, policies, sales incentives, and best practices.
• Provide coaching, constructive and timely feedback, advice and guidance based on quality assurance findings, and delivers performance feedback to employees.
• Facilitate calibration sessions with the management team to ensure alignment and excellence is executed.
• Analyze call trends and discover ‘pain points’ that could be worked on with other departments to improve the overall experience.

Job Requirements

 

• Bachelor’s degree or any related field.
• 1–3 years of quality control experience - COPC preferred.
• Customer service or sales experience preferred.
• Strong problem-solving and coaching skills.
• Excellent English and computer skills.
• Strong communication and negotiation abilities.
• Good knowledge of company products and services.
• Customer-focused, adaptable, and positive with confident attitude.

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