The Quality Control Specialist is responsible for call screening and preparing specialized reports for the internal needs of other departments to determine the quality of the company’s services.
Responsibilities:
To perform quality checks of inbound and outbound calls to ensure adherence to company policies and a high level of customer service;
To perform quality tests;
To identify workflow issues;
To handle a scope of audio materials;
To make reports on the quality of customer service;
To work in databases;
To analyze data and reports to determine error trends.