Call Center Quality Assurance Specialist

Monitor and evaluate inbound and outbound calls, chats, and emails. Conduct quality audits using established scorecards and quality standards. Provide constructive feedback and coaching recommendations to agents Collaborate with Training, Operations, Identify trends, performance gaps, and training needs. Prepare quality reports and present findings to management.

Ensure compliance with company policies, procedures, and regulatory requirements. Participate in calibration sessions to maintain scoring consistency.

Requirements

Bachelor's degree in Vet, Pharmacy. 1–3 years of experience in Quality Assurance. Strong analytical and problem-solving skills. Excellent communication and coaching abilities. Proficiency in Microsoft Excel and reporting tools. Ability to work with quality monitoring systems and CRM platforms. Strong attention to detail and organizational skills Experience in healthcare, pharmacy Benefits Competitive salary.

Monthly performance bonus. Medical and social insurance. Career development and training opportunities. Professional and supportive work environment.