QA Engineer

• Ensure high levels of First Call Resolution (FCR), Customer Satisfaction, and compliance by monitoring and analyzing telesales interactions
• Evaluate telesales calls to ensure adherence to call-handling standards, scripts, compliance, and customer experience guidelines
• Identify quality gaps and trends impacting performance
• Prepare regular quality performance reports for Telesales Management
• Provide actionable recommendations to improve sales conversion, efficiency, and customer experience across CRM systems
• Enforce QA processes and standards and partner with compliance and training teams to align QA practices
• Design, update, and document quality and compliance processes; recommend process enhancements to improve agent productivity and customer experience
• Stay informed on emerging call center QA practices, tools, and technologies and benchmark against best practices
• Conduct customer and agent satisfaction surveys and recommend corrective actions
• Partner with team leaders to coach telesales representatives and deliver constructive, supportive, performance-driven feedback sessions

Quality Assurance Analyst, Telesales

Contact Center Quality Assurance, Learning Assessor

Contact Center Quality Assurance & Learning Assessor

Contact Center Quality Assurance Assessor

Contact Center Quality Assurance and Learning Assessor