-Monitor live and recorded calls, chats, and emails to ensure compliance with quality standards

-Evaluate agent performance and provide structured, actionable feedback

-Identify performance gaps and work with team leaders and trainers on improvement plans

-Track quality trends and produce performance reports

-Ensure compliance with policies, procedures, and client requirements

-Participate in calibration sessions and quality audits

-Support continuous improvement initiatives

• Minimum of 2 years of experience in a quality assurance or quality control role, preferably within a BPO or similar fast-paced environment.
• Proven ability to conduct audits, inspections, and process evaluations.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent communication and interpersonal skills for effective collaboration across teams.
• Detail-oriented with a commitment to accuracy and thoroughness in all tasks.
• Demonstrated problem-solving abilities and a proactive approach to addressing quality issues.
• Experience with quality management systems and relevant software tools.
• Ability to work on-site in a dynamic office environment.
• Strong organizational and time management skills to handle multiple priorities.
• Adaptability and resilience in a fast-changing, high-performance culture.