Quality Assurance Specialist for Omni-Channel Customer Interactions

Become a pivotal Quality Assurance Specialist focusing on enhancing customer interactions across various service channels. Drive performance evaluation, actionable feedback, and operational excellence in a dynamic retail environment.

In this role, you will monitor and improve customer experience with a strong emphasis on quality standards. You’ll evaluate interactions via chat, email, phone, and social media, providing critical feedback to support agent growth and enhance customer satisfaction. Collaborate closely with Operations and Training teams to ensure adherence to brand standards and customer expectations.

Key Responsibilities:
• Implement and update quality management software
• Evaluate service interactions across all channels
• Deliver actionable feedback to agents and leaders
• Identify trends affecting quality and satisfaction
• Organize calibration sessions with team leaders

Requirements:
• 3+ years...