Quality Assurance Specialist
Core
Evaluate technical skills, sales techniques, and customer service within customer interactions via call, email, and live chat to ensure quality standards and regulatory compliance.
Role type
Quality Assurance Specialist (Customer Support)
Builds
Customer support interactions (call, email, live chat)
Domain
Automotive sales / Customer support
Deliverable
client delivery
Required skills
Quality assessment, regulatory compliance, coaching, process improvement, KPI/SLA management, speech analytics software
Responsibilities
Conduct real-time and retrospective quality assessments, ensure adherence to processes and regulatory requirements, provide coaching and feedback to agents, identify improvement opportunities, complete remediation checks, manage allocated workload.
Seniority
Individual Contributor
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