• Monitor and evaluate customer interactions (calls, chats, emails) to ensure compliance with company policies and service quality standards.
• Develop and implement quality assurance guidelines to improve customer service performance.
• Identify areas of improvement and provide constructive feedback to customer service representatives.
• Work closely with team leads and trainers to develop training programs based on QA findings.
• Maintain QA reports and scorecards, tracking performance trends and key metrics.
• Conduct root cause analysis of customer complaints and suggest process improvements...