Contact Center Quality Assurance QA

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Contact Center Quality Assurance is responsible for assessing the quality of the performance of the call center associates.

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The QA will monitor inbound and outbound calls, chat and email responses.

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Track customer service and conformity as per company policies and procedures

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The individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall company’s customer service experience

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Participates in the design of call monitoring formats and quality standards

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Performs call monitoring and provides trend data to site management team

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Uses quality monitoring data management system to compile and track performance of team

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Performs monitoring of customer care email responses

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Coordinates and facilitates call calibration sessions for call center staff

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Provides feedback to the call center manager.