Call Center Quality Specialist


  • Place Remote
  • Expected experience 24 month(s)
  • Contract type Freelancer contract, indefinite

Call Center Quality Specialist

  • Application deadline: 02-01-2023
  • Remote

Job Description

1.    Scope of the role


This position is responsible for the provision of an efficient and effective support service to account operations in accordance with the principles of performance management and ensures that required standards of accuracy and quality set by the client are achieved and maintained.

The Quality Specialist understands the business metrics, builds a story that summarizes holistic quality performance, identifies solutions, and implements the necessary actions which lead to improved performance and customer experience.  The Quality Specialist will lead continuous improvement initiatives and manages the calibration programs.


2.    Responsibilities


·      Working closely with Operational Leads to ensure quality activity is aligned with Operational priorities/plan

·      Ensuring that day-to-day quality expectations and requirements are executed on time and to a high standard

·      Providing support and guidance on reporting trends and opportunities for performance improvement

·      Engaging stakeholders to review results and make recommendations for improvement

·      Supporting and directing day-to-day expectations and requests ensuring that stakeholder requirements are identified, delivered, and met within agreed time frames

·      Attend stakeholder meetings (Exchange of knowledge, experience, and know-how)

·      Create and analyze quality reporting to support business needs and initiatives.

·      Establish and drive improvement plans and initiatives.

·      Identify deficiencies within quality assurance for the purpose of developing and implementing enhancements/improvements

·      Ensure effective cooperation with all members of the Service Delivery Team/Account management 


3.    Reporting and standards


·      Reports the highlighted Quality performance results to operations and the client/s.

·      Provides recommendations on the action to be taken to improve performance across Customer, Business, and Compliance metrics

·      Tracks progress in the implementation of recommended QA actions

·      Develops and delivers reports in accordance with the Account Management and Client’s requirements


Experience, knowledge, and skills required


·      Minimum 2 years experience as a Quality Specialist/Quality Analyst

·      Experience working with Quality frameworks, processes, systems, and technology including design and implementation

·      Demonstrate a high level of Confidentiality with the ability to work through difficult situations with professionalism and diplomacy.

·      Appropriate understanding of how various departments in the BPO space collaborate including but not limited to Workforce Management, Finance, Human Resources

·      Microsoft Office Suite Proficiency including but not limited to Excel, PowerPoint, Word, and Office; Experience w/ VLOOKUP and Pivot Tables

·      Strong interpersonal and team-building skills with a proven ability to coach effectively, experience in providing effective, constructive, and reinforcing feedback

·      Ability to organize and present technical information in a logical and consistent manner with all levels of management, both internally and externally

·      Excellent organization, analytical, presentation, and interpersonal skills.

·      Can interface effectively and professionally with all levels of management, both internally and externally. Participate as requested in Quarterly Business Reviews, client visits, new accounts and/or new product implementations

·      Ability to work well under pressure, set priorities, and make well-considered decisions

·      Strategic Thinking, Problem Solving, and Solutions Oriented.



United Call Centers is an international call center company founded in 1999. Our main profile is to provide multilingual contact center services with a strong sales focus, now in more than 30 countries, in 50 supported, but virtually in any language and dialect. Apply now if you would like to be part of our great multicultural community and develop in your career as a Quality Specialist.

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