**Strong communication skills, detail-oriented, confident, and reliable with proven QA experience.**
Proven track record:
-Improved customer satisfaction
-Consistent compliance with company policies and industry standards
-Clear, unbiased feedback for training and coaching
-Actionable insights that directly improve service
CALL MONITORING & EVALUATION
- Review inbound/outbound calls, chats, and emails against company standards
- Assess communication skills, tone, empathy, compliance, and problem resolution
- Identify strengths and improvement opportunities for agents
QUALITY ASSURANCE REPORTING
- Deliver structured QA scorecards with objective, easy-to-read results
- Provide trend analysis to highlight recurring issues and training needs
- Recommend actionable steps to improve customer service consistency
COMPLIANCE & STANDARDS CHECKS
- Ensure agents follow scripts, policies, and regulatory requirements
- Spot and report potential compliance risks early
PERFORMANCE COACHING SUPPORT
- Partner with team leaders by sharing QA findings that support coaching
- Suggest best practices to enhance customer satisfaction and first-call resolution