Quality Assurance

1. Conduct quality reviews of customer interactions based on established QA guidelines and scorecards. 2. Assist in evaluating agent compliance with SOPs, quality standards, and service requirements. 3. Monitor and track QA assessment results to ensure accurate documentation and reporting. 4. Identify common customer issues, service gaps, and recurring trends from quality monitoring activities. 5. Perform root cause analysis on complaints, escalations, and quality findings. 6. Prepare QA reports, dashboards, and summaries of key quality insights and improvement opportunities. 7. Monitor follow-up actions for customer complaints and verify resolution status. 8. Support calibration sessions by compiling monitoring results and quality observations. 9. Conduct surveys and collect feedback related to customer experience and service quality initiatives. 10. Analyze survey results and prepare recommendations for service improvement. 11. Maintain QA records, monitoring databases, and quality documentation.