Customer Service Quality Assurance (QA) Specialist

About the Role:

We are currently looking for a Customer Service QA Specialist to strengthen our quality framework, improve customer satisfaction, and build a scalable, AI-enabled QA function.

This role is focused on elevating customer experience by improving CSAT, quality, comprehension, and turnaround times (TAT) while embedding a data-driven and AI-assisted quality culture.

The ideal candidate will play a critical role in identifying performance gaps, coaching teams, implementing structured QA processes, and driving measurable improvements across all customer touchpoints.

Key Responsibilities:

1. Quality Monitoring & Audit Management

• Design and execute a structured QA audit framework across:
• Email
• Live Chat
• Text Messaging
• Conduct audits on:
• Daily samples
• Weekly trend reviews
• Monthly performance evaluations
• Evaluate in...