Quality Assurance jobs in United States

Job summary

A leading telecommunications firm in Singapore is seeking a Quality Assurance Specialist to monitor and evaluate telesales calls. The ideal candidate will ensure compliance with company standards and laws while providing constructive feedback to improve agent performance. Responsibilities include analyzing call data, preparing detailed reports, and collaborating with training teams to enhance staff skills. This role is critical for maintaining high service quality and agent efficiency.

Qualifications

• Proven experience in a call center or telesales environment.
• Excellent verbal and written communication skills.
• Meticulous attention to detail.
• Strong ability to analyze data and provide recommendations.
• Familiarity with CRM systems and call monitoring software.
• Ability to handle escalated issues effectively.

Responsibilities

• Monitor live and recorded calls to assess agent performance.
• Ensure compliance with company policies and regulations.
• Provide feedback and coaching to agents.
• Prepare quality performance reports for management.
• Identify process improvements for better productivity.
• Document review findings and maintain performance logs.
• Participate in training and calibration sessions.