Quality Assurance Officer

We are looking for a detail-oriented and experienced Female Quality Assurance (QA) Specialist to join our team. The successful candidate will be responsible for monitoring and evaluating the performance of our Customer Service Support Agents, with a strong focus on call handling quality, customer interactions, and ensuring compliance with company standards. This role requires a keen eye for detail and the ability to provide constructive feedback to improve overall service quality.

Key Responsibilities:
- Monitor and listen to customer service calls to maintain high standards of customer care.
- Evaluate call recordings for accuracy, professionalism, and adherence to scripts and protocols.
- Provide detailed feedback and performance reports to both management and agents.
- Identify performance gaps and recommend areas for training and improvement.
- Collaborate closely with the training team to implement corrective actions.
- Maintain accurate QA logs and documentation for record-keeping.
- Ensure agents comply with company policies and customer service best practices.

Required Qualifications:
- Female candidate (due to team and cultural requirements).
- Education: O-Level or A-Level certification is mandatory.
- Previous experience in quality assurance or call center evaluation is preferred.
- Strong communication and analytical skills.
- Excellent attention to detail.
- Proficiency in using call monitoring tools and reporting software.
- Fluency in English, both spoken and written.
- Ability to work independently while maintaining confidentiality.

Preferred Qualifications and Benefits:
- At least 1 year of experience in a customer service or call center QA role.
- Experience in the travel, hospitality, or service industry is an advantage.
- Competitive salary package.
- Opportunities for training and career development.
- Friendly and supportive work environment.

This is a full-time, in-person position with a monthly salary range of Rs40,000 to Rs50,000. If you meet the above criteria and are passionate about maintaining high-quality customer service standards, we encourage you to apply.