Interactive Contact Center

QA Engineer

• Provide operational and strategic support to Quality Analysts by monitoring performance, preparing reports, and ensuring effective task tracking to improve quality standards, processes, and departmental organization
• Prepare, analyze, and submit regular reports on key performance indicators (KPIs)
• Conduct ongoing meetings with Quality Analysts to review performance, provide feedback, and drive continuous improvement
• Develop, update, and maintain reporting tools, dashboards, scorecards, and quality documentation
• Update and manage complaint tracking, call avoidance reports, coaching records, corrective actions, and quality notes
• Monitor Quality Analysts’ performance and ensure accurate tracking of individual and team metrics
• Ensure calibration sessions are conducted and documented to maintain scoring consistency
• Support onboarding and training of new Quality Analysts on tools, processes, and quality standards
• Identify quality trends, root causes, and areas of opportunity, and propose corrective and preventive actions
• Coordinate quality initiatives and projects aligned with departmental and organizational goals
• Ensure compliance with internal policies, client requirements, and regulatory standards
• Maintain accurate records and audit trails for quality processes and evaluations
• Serve as a point of contact between QA, Operations, and Leadership for quality-related matters
• Assist with process improvement initiatives and workflow optimization
• Support any additional functions or projects assigned by management

QA Coordinator