QA Engineer

• Monitor and evaluate customer calls and support tickets for quality, accuracy, and compliance with guidelines.
• Document feedback and provide actionable insights to improve agent performance.
• Develop and maintain QA scorecards, evaluation forms, and reporting mechanisms.
• Collaborate with leads/managers to identify training needs and performance gaps.
• Participate in calibration sessions to ensure consistency in quality evaluations.
• Analyze trends in quality scores and recommend process improvements.
• Ensure adherence to company policies, regulatory requirements, and customer service standards.
• Assist in the development and implementation of quality improvement initiatives.

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