Key Responsibilities: 

• Execute Transaction and call monitoring in line with agreed service quality plan. 
• Provide coaching and feedback to agents. 
• Perform RCAs and report findings to Operations to develop actions for mitigation. 
• Identify Training needs and work collaboratively. 
• Participate in calibration sessions to bring about consistency in evaluation. 
• Process transactions/take calls to remain hands on process domain. 
• Perform process audits to ensure compliance to SOPs. 
• Share audit outcomes during pre and post shift team huddles. 

Key Requirements: 

• Bachelor's degree graduate, any field. 
• At least 2 years of experience in the BPO industry at a QA/Quality Assurance Specialist capacity
• Prior QA experience is required
• Ability to work collaboratively and effectiv...