Job Title: Quality Assurance Specialist – English Speaker (C1)

Employment Type: Full-time

About the Role

We are seeking a highly detail-oriented Quality Assurance (QA) Specialist with strong English communication skills (C1 level) to monitor, evaluate, and enhance the performance of customer support agents. The QA specialist will ensure that agents comply with quality standards, deliver an excellent customer experience, and meet performance expectations.

Key Responsibilities

• Monitor and evaluate calls, tickets, chats, or emails for English -speaking agents.
• Provide detailed quality assessments based on accuracy, compliance, communication, and customer experience.
• Identify performance gaps and recommend targeted coaching or training.
• Develop quality reports, scorecards, and feedback summaries for team leaders and management.
• Collaborate with QA, Training, and Operations teams to maintain alignment on quality standards.
• Conduct calibration sessions to ensure consistency in scoring.
• Support the continuous improvement of processes and agent performance.
• Ensure all quality standards and procedures are followed.
• Maintain up-to-date documentation for QA processes and scorecards.

Requirements

• Fluent English speaker (C1 level minimum)—both written and spoken.
• Previous experience as a QA Specialist, Quality Analyst, or similar role in a call center or customer service environment.
• Strong attention to detail and analytical skills.
• Excellent communication and feedback-delivery skills.
• Familiarity with CRM systems, QA tools, and performance metrics.
• Ability to identify trends, root causes, and improvement opportunities.
• Strong organizational and reporting abilities.
• Ability to work in a fast-paced environment and meet deadlines.
• Bachelor’s degree is preferred.

Preferred Qualifications

• Experience supporting international or francophone markets.
• Experience in BPO/call center operations.
• Knowledge of quality frameworks (COPC, Six Sigma, etc.) is a plus.

• للتقديم الان