What are the job description of call center quality assurance?

Answer 1

Here is the job description I have for a quality assurance representative (which we call a "QA Specialist").

Quality Assurance Specialist

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Monitors email customer contacts.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.

REQUIREMENTS:

• Two years of call center customer care experience, preferably in a technical environment.
• Excellent oral, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).
• Intermediate to advanced level of knowledge with internet technology; familiarity with cable modem technology desired.
• Strong knowledge of customer care processes and techniques.
• Demonstrated ability to work well in a team environment.
• Dedication to providing exceptional customer service.