Senior Quality Assurance (QA) Specialist – Call Center

Job Title: Senior Quality Assurance (QA) Specialist – Call CenterLocation: DokkiDepartment: Customer Experience / Call CenterReports To: Quality Assurance ManagerJob Summary:The Senior Quality Assurance Specialist is responsible for ensuring that all customer interactions across inbound, outbound, and social media channels meet company standards for quality, accuracy, and professionalism. This role involves conducting quality evaluations, preparing KPI reports, and actively contributing to continuous improvement initiatives within the contact center operations.Key Responsibilities:Conduct quality checks on inbound and outbound calls to ensure compliance with company standards and customer service guidelines.Perform quality evaluations on social media agents, ensuring consistent and professional responses to customer inquiries and complaints.Monitor tickets and ensure proper handling, closure, and documentation within the system.Prepare and analyze KPI and quality performance reports on a weekly and monthly basis.Identify areas of improvement and recommend coaching or training for agents based on quality findings.Participate in weekly and monthly quality review meetings with management and team leaders to discuss trends, findings, and action plans.Collaborate with operations, training, and team leaders to ensure alignment on quality standards and improvement goals.Maintain up-to-date knowledge of company policies, products, and customer service best practices.Qualifications & Requirements:Bachelor’s degree in Business Administration, Communication, or a related field.Minimum 3 years of experience in Quality Assurance within a Call Center environment.Strong understanding of inbound, outbound, and social media support operations.Excellent analytical, reporting, and communication skills.Proficient in MS Office and call center monitoring systems.Detail-oriented, organized, and capable of handling multiple priorities.Preferred Skills:Experience in customer experience or contact center quality improvement projects.Knowledge of CRM or ticketing systems (e.g., Zendesk, Freshdesk, Salesforce).Strong presentation and coaching abilities.Would you like me to make it shorter and simpler (for posting on job boards), or keep it in this full detailed version (for HR documentation)?