Quality Assurance Senior Specialist
Core
Monitor and evaluate agent performance on voice and non-voice transactions to ensure quality processes, script adherence, and data accuracy for a delivery platform.
Role type
Senior Quality Assurance Specialist (BPO Operations)
Builds
Quality reports, performance metrics, and score sheets for delivery operations
Domain
Food delivery / BPO operations
Deliverable
dashboards & analysis
Required skills
Quality monitoring, performance analysis, SOP adherence, data accuracy verification, coaching, calibration, report preparation, process optimization
Preferred skills
None stated
Technologies
Quality monitoring systems, data entry systems
Responsibilities
Monitor and evaluate agent performance on voice and non-voice transactions; Analyze performance failures and set action plans; Design and update score sheets; Conduct coaching and calibration sessions; Ensure adherence to SOPs and quality benchmarks; Prepare quality assurance and performance reports
Seniority
Mid-level, hands-on IC