QC specialist ( Customer Support)
Job Description
Job Summary
We are seeking a detail-oriented and proactive Quality Control Specialist to lead the quality
assurance efforts for our Customer Support team. The ideal candidate will ensure that every
customer interaction meets the companys quality standards and contributes to delivering an
exceptional customer experience. This role requires a strong focus on performance evaluation,process improvement, and driving customer satisfaction through quality initiatives.
Key Responsibilities
Performance Monitoring and Evaluation
Monitor and evaluate customer interactions (calls, emails, chats, etc.) to ensure
alignment with quality standards.
Identify performance trends and develop strategies to address deficiencies or reinforce
strengths.
Maintain and refine quality scorecards and other evaluation tools.
Quality Standards and Compliance
Define, implement, and update quality benchmarks and guidelines for customer support.
Ensure compliance with company policies, industry regulations, and SLAs.
Promote adherence to data privacy laws and security protocols during customer
interactions.
Feedback and Coaching
Provide actionable feedback to customer support agents to improve service delivery.
Collaborate with team leaders to conduct coaching sessions and training programs.
Recognize high-performing agents and foster a culture of continuous improvement.
Customer Feedback Analysis
Analyze customer surveys, feedback, and complaints to identify recurring issues.
Work with cross-functional teams to address and resolve service-related problems.
Continuous Improvement
Conduct root cause analysis for quality concerns and recommend process
enhancements. Identify and implement best practices to improve operational efficiency and customer
satisfaction.
Reporting and Documentation
Prepare regular reports on quality performance metrics and trends for senior
management.
Maintain comprehensive documentation on quality standards, procedures, and updates.
Team Collaboration
Partner with Training, Operations, and other departments to align on quality goals.
Act as a liaison between customer support and management to ensure consistent
service delivery.
Required Qualifications
Bachelors degree in Business, Management, or a related field.
Proven experience (3-5 years) in quality control or assurance, preferably in a customer
support environment.
Strong knowledge of quality metrics, tools, and methodologies.
Excellent communication, analytical, and leadership skills.
Proficiency in quality monitoring tools, CRM software, and reporting platforms.
Ability to work collaboratively across departments and drive process improvements.
Preferred Qualifications
Certification in quality assurance (e.g., Six Sigma, COPC, or similar).
Experience with multi-channel support environments (calls, chats, emails, social media).
Knowledge of customer experience (CX) frameworks and strategies.
What We Offer
Competitive salary and benefits package.
A dynamic and collaborative work environment.
Opportunities for professional growth and development.
The chance to play a key role in shaping exceptional customer experiences.