Quality Assurance Specialist

Monitor and evaluate customer interactions (calls, chats, emails) to ensure compliance with company standards and quality guidelines.Conduct quality audits and provide detailed feedback to agents and team leaders.Identify performance gaps and recommend improvement plans.Track quality metrics and prepare regular reports.Collaborate with Operations, Training, and Management teams to enhance service quality.Ensure adherence to telecommunications regulations and company policies.Participate in calibration sessions and quality improvement initiatives.