Quality Assurance Specialist (Customer Service)

Responsibilities Monitor and ensure customer service compliance with regulations and service standards across all channels. Conduct quality monitoring, identify performance gaps, and provide structured coaching and feedback. Deliver training for new and existing customer service agent, including skill assessments and performance improvement plans. Manage and update knowledge bases, SOPs, and operational documents while acting as the main PIC for new information updates. Analyze operational issues and propose system or process improvements to enhance service quality and productivity.

Requirements Bachelor’s degree in any relevant field. Minimum 2 years of experience in Quality Assurance and Training within a customer service/call center environment. Strong analytical and problem-solving skills with the ability to evaluate performance data. Proven capability in training delivery, coaching, and delivering persuasive presentations. Proficient in Microsoft Office applications, with strong written and verbal communication skills in English.