The Quality Assurance Specialist is responsible for ensuring that the customer service provided by the agents meets the company’s quality standards. They monitor the performance of customer service representatives and provide feedback to improve their performance. They also analyze call center data to generate valuable insights to predict customer trends and track key quality assurance metrics for improvement strategies. 

PRIMARY RESPONSIBILITIES

Reviewing agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality. Contributing to call calibration sessions to evaluate agent performance. Analyzing call center data to generate valuable insights to predict customer trends. Tracking key quality assurance metrics for improvement strategies. Making recommendations on process and policy improvements from reports. Process Improvement: Collaborate with Product Support leaders to identify opportunities for process improvement and service enhancements. Implement best practices and innovative solutions to achieve customer-centric goals. Stakeholder Communication: Develop strong working relationships with cross-functional teams and stakeholders. Collaborate with Product Support leaders to address customer pain points and ensure consistent delivery of exceptional support. Reporting and Analysis: Prepare reports on quality performance, evaluation findings, and improvement initiatives. These reports facilitate data-driven discussions with management and support strategic decision-making. While this is a task mainly for the reports analyst, QAs may be asked to perform this as needed.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

External

2-3 years Quality Assurance experience and/or Customer Experience roles in a BPO set up Has relevant past QA or CE experience for at least more than 1 year COPC QA certification and or experience with the COPC QA process preferred. College degree is preferred but relevant work experience will be considered as well. Strong analytical and problem-solving abilities to identify performance gaps and implement improvement initiatives. Effective communication skills to provide feedback, report on performance metrics, and collaborate with cross-functional teams. Proficiency in quality assurance methodologies and customer experience practices, evaluation techniques, and process improvement tools. Strong (internal and external) stakeholder management skills, ability to create buy in and to manage change, proven experience of influencing an organization and teams/departments worked with, across multiple geographies, and influencing other organizations or teams where their support is critical to success

Internal

Must have experience of at least 1-2 years tenure in the contact center or Global Support departments and/or have close interactions with day-to-day operations management, understanding key opportunities in daily transactions Must be at RealPage Product Support team for more than 1 year Has relevant past QA or CE experience for at least more than 6 months COPC QA certification and or experience with the COPC QA process is preferred Analytical and have exposure to different tools & technology; and industry knowledge Advanced communication skills (verbal and written), customer-centric work ethics and aptitude for strategic thinking