Position Overview
The QA Specialist will support overall quality performance by conducting evaluations, ensuring compliance, and driving continuous improvement across the Voice Accounts team.
Key Responsibilities
Quality Monitoring & Compliance
• Conduct call/cases monitoring, evaluations, and quality audits to ensure agents meet internal quality standards.
• Ensure strict adherence to compliance requirements, including data privacy and security (HIPAA, GDPR).
• Maintain accurate records of evaluations, findings, and follow‑up actions.
Performance Insights & Reporting
• Review EOD reports, client feedback, and evaluation data to identify trends and improvement areas.
• Prepare and share quality insights with supervisors and internal/Client leadership.
• Provide recommendations to enhance customer experience and operational effectiveness.
Internal Collaboration & Client Support
• Partner with supervisors, trainers, and support teams to imp...