Quality Assessor
Core
Quality assess customer interactions across calls, email, and chat to enhance the customer experience journey and produce reports on trends.
Role type
Quality Assessor
Builds
Customer experience reports and compliance insights
Domain
Business Process Outsourcing (BPO) / Customer Service
Deliverable
dashboards & analysis
Required skills
Quality assessment, Contact Centre operations, MS Excel (intermediate to advanced), Stakeholder engagement, Continuous Improvement processes
Preferred skills
Six Sigma (Yellow Belt), Lean, ISO 9001:2015 knowledge
Responsibilities
Assess call centre interactions (calls, email, chat), Produce reports on customer experience trends, Engage stakeholders on quality findings, Contribute to continuous improvement initiatives
Seniority
Mid-level IC
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