QAQC02 - Quality Assurance Specialist

Job Type: Full-Time Location: Remote/Hybrid Reporting to: Quality Assurance Team Lead Position Summary The Role The Quality Assurance (QA) Specialist ensures operational excellence, data accuracy, and service standards across diverse BPO work streams. This includes monitoring customer-facing interactions (voice, chat, email) as well as back-end transaction processing (e.

g., flight operations, product loading, and product loading.. The QA Specialist identifies operational gaps, delivers actionable feedback, and ensures strict compliance with client SLAs and internal workflows. Reporting Relationships Reports To Quality Assurance Team Lead Key Responsibilities Quality Audit & Evaluation: Audit front-line customer interactions and back-end transaction processes (e.

g., flight schedules, product/contract loading entries, customer records) to verify data integrity, rule adherence, and process accuracy. Coaching & Feedback: Provide structured feedback and actionable insights to agents, processing specialists, and team leads to address performance gaps and minimize error rates. Compliance & Data Security: Ensure all front-end communications and back-end data entries strictly comply with company policies, client guidelines, and industry standards.

Calibration & Alignment: Actively participate in internal and client calibration sessions to standardize scoring criteria and operational benchmarks across all assigned workflows. Root Cause Analysis & Reporting: Track quality metrics, compile performance trends, and analyze root causes for recurring transactional errors or service delivery failures.

Process Improvement: Collaborate with Operations and Training teams to optimize workflows, refine process documentation, and streamline data entry procedures.

Qualifications

1–3 years of experience in a BPO / Shared Services environment, with exposure to both customer-facing and back-end transactional workflows preferred. Attention to Detail: Meticulous eye for detail with a proven ability to audit complex data entries, system logs, and communication records accurately. Communication: Strong written and verbal communication skills for delivering clear audit feedback and preparing reports.

Technical Proficiency: Experience navigating back-office platforms, CRM tools, or transaction databases (e.g., GDS/airline booking systems, product catalog systems, Salesforce, Zendesk) and proficiency in Microsoft Excel / Google Sheets. Adaptability: Ability to quickly master new client systems, shifting product/contract rules, and varied operational assignments across voice and non-voice domains.