Quality Control Engineer

proleaders

We are looking for a dedicated Quality Control (Calls) Specialist to join our team. In this role, you will be responsible for monitoring and evaluating customer service calls to ensure adherence to company policies, quality standards, and regulatory requirements. Your keen attention to detail and analytical skills will help improve customer satisfaction and operational efficiency. You will work closely with customer service representatives and management to identify areas for improvement and provide constructive feedback. The ideal candidate will have excellent communication skills, a strong understanding of call center operations, and experience in quality assurance processes. This position requires the ability to analyze call recordings, generate reports, and implement quality improvement initiatives. If you are passionate about maintaining high standards and enhancing customer experience, we encourage you to apply.

Responsibilities

Monitor and evaluate customer service calls for quality and compliance.
Provide feedback and coaching to customer service representatives.
Identify trends and areas for improvement in call handling.
Develop and maintain quality assurance guidelines and checklists.
Collaborate with management to implement quality improvement plans.
Prepare detailed reports on call quality metrics and findings.
Ensure compliance with regulatory and company standards.
Assist in training new employees on quality standards.
Participate in regular quality review meetings.
Stay updated on industry best practices and quality assurance techniques.