Senior Quality Assurance Specialist

About the role

We are looking for an experienced Senior Quality Assurance Specialist to lead QA initiatives within our contact centre. You will monitor and evaluate customer interactions across multiple channels, ensure compliance with standards, and drive continuous improvement.

Key responsibilities

• Lead QA activities for inbound/outbound calls, emails and chat.
• Develop and maintain monitoring frameworks, scorecards and evaluation criteria.
• Conduct calibration sessions to ensure consistent evaluations.
• Analyse quality trends, identify root causes and recommend corrective actions.
• Provide feedback, coaching and performance improvement recommendations to agents and team leaders.
• Prepare and present quality performance reports and dashboards to management.
• Collaborate with Operations, Training and Workforce Management on improvement projects.
• Mentor junior Quality Analysts and support their development.

Required profile

• Bachelor’s degree in Business Administration or equivalent experience.
• Minimum 1 year in a contact centre and at least 2 years in a QA role.
• Strong knowledge of contact‑center KPIs, QA methodologies and performance management.
• Experience with call monitoring, quality management and reporting tools.
• Advanced proficiency in Microsoft Excel.

Required skills

• Contact center KPIs
• Quality assurance methodologies
• Coaching
• Continuous improvement initiatives
• Calibration sessions
• Reporting tools
• Microsoft Excel