Quality Assurance Specialist

Description:

We are looking for a detail-oriented and experienced Quality Assurance (QA) Specialist to monitor, evaluate, and enhance the quality of outbound calls in our company. The QA Specialist will be responsible for assessing agent performance, ensuring compliance with company policies and industry regulations, and providing actionable feedback to improve overall call quality and customer satisfaction.

Key Responsibilities:

• Monitor and evaluate outbound calls to ensure adherence to company standards, scripts, and compliance guidelines (e.g., GDPR, Ofcom regulations).

• Develop and implement QA scorecards to assess call quality, script adherence, customer engagement, and sales effectiveness.

• Provide constructive feedback and coaching to agents to improve their communication, objection handling, and sales techniques.

• Identify trends in call quality issues and recommend process improvements to enhance customer experience.

• Collaborate with team leads and trainers to design and conduct training sessions based on QA findings.

• Maintain accurate records of call evaluations and prepare reports on agent performance and call center trends.

• Ensure that outbound calling strategies align with compliance regulations and best practices.

• Work closely with operations and management to achieve key performance metrics such as Conversion Rate, Customer Satisfaction Score (CSAT), and Call Handling Time.

• Regularly update and refine QA policies to adapt to business needs and industry changes.

Required Skills and Qualifications:

• Experience: Minimum 2 years of experience in a Quality Assurance role in a call center, preferably in an outbound sales or lead generation environment.

• Industry Knowledge: Understanding of UK call center compliance regulations, including GDPR and Ofcom guidelines, is a plus.

• Communication Skills: Strong verbal and written communication skills in English.

• Analytical Skills: Ability to identify trends, analyze data, and provide insights to improve performance.

• Coaching & Feedback: Experience in providing feedback and coaching agents to improve their call quality and efficiency.

• Familiarity with QA Tools: Knowledge of call monitoring software, CRM systems, and QA reporting tools.

• Attention to Detail: Ability to detect minor issues in communication, tone, and compliance adherence.

• Problem-Solving Skills: Capability to suggest process improvements based on call trends and quality evaluations.

• Teamwork: Ability to work collaboratively with operations, trainers, and management.