Contact Center Quality Specialist

About the role

We are seeking a Contact Center Quality Specialist to monitor and evaluate call‑center interactions, ensuring compliance with established quality standards and driving continuous improvement in customer experience and operational performance.

Key responsibilities

• Monitor and assess customer interactions against quality standards and procedures.
• Conduct quality assessments, provide accurate feedback, and maintain detailed records.
• Track call‑center performance using COPC and other operational metrics.
• Identify performance gaps, recurring issues, and opportunities for improvement.
• Prepare and analyse quality reports, KPIs, and performance trends.
• Collaborate with Training, Operations, and Customer Experience teams to address gaps and define training needs.
• Support the design and rollout of quality‑improvement initiatives.
• Ensure consistent application of quality evaluation processes.

Required profile

• Diploma or Bachelor’s degree in Business Administration, Management, Quality Management or related field.
• Minimum 2 years of experience in call‑center quality, customer experience or related areas.
• Good command of written and spoken English.
• Strong analytical, problem‑solving and attention‑to‑detail abilities.
• Excellent communication, presentation and interpersonal skills.

Required skills

• PowerPoint
• Microsoft Office (Excel, Word, Outlook)
• COPC methodology
• HPMT (High Performance Management Techniques) certification