QA Specialist

Opportunity Information

The Role

The QA Specialist is responsible for monitoring, evaluating and improving service quality across the Customer Relations (CR) and Diagnostic departments. The role focuses on call evaluations, identifying performance gaps, ensuring compliance with approved SOPs, providing structured feedback and recommending practical improvements to enhance customer experience and operational performance.

•Conduct call monitoring and evaluation of identified below performers (CR & Diagnostic) •Maintain Daily Call Monitoring Log (LCM) with proper remarks and scoring •Highlight critical behavioral or process gaps to the respective supervisors •Track repeated errors and maintain a corrective action record •Share a brief end-of-day quality summary report •Conduct focused performance review sessions with identified below performers (fortnightly) •Submit trend analysis of recurring issues and recommend preventive actions (fortnightly) •Review compliance with SOPs and highlight process deviation areas (fortnightly) •Provide structured feedback to management on quality improvement progress (fortnightly) •Submit a comprehensive Monthly QA Performance and Trend Analysis Report •Identify top and low performers based on quality scores and improvement metrics (monthly) •Recommend process enhancements and training needs based on evaluation findings (monthly) •Review and refine evaluation criteria to ensure alignment with operational standards (monthly) •Present overall quality insights and improvement recommendations to management (monthly)