Quality Assurance Specialist Chat Team
Quality Assurance Specialist Chat Team
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$ 4 - 4
1 Vacancy
Job Description
Job location: REMOTE
About the Role:
We are seeking a detail-oriented Quality Assurance Specialist to monitor and evaluate the performance of our chat agents closely. Your primary responsibility will be to ensure that chatters consistently deliver high-quality engagement and sales conversations providing constructive feedback and coaching to improve individual and team performance.
Key Responsibilities:
Monitor live and recorded chat interactions to assess agent professionalism adherence to communication guidelines and sales effectiveness.
Provide regular structured feedback and coaching sessions to chat agents highlighting strengths and areas for improvement.
Identify performance gaps and develop actionable improvement plans tailored to individual agents.
Collaborate with trainers and supervisors to address recurring quality issues and support continuous skill development.
Track key performance indicators (KPIs) such as response quality customer satisfaction and sales conversion rates.
Maintain detailed records of quality assessments and improvement efforts.
Escalate significant performance or compliance concerns to management promptly.
Participate in calibration sessions to ensure consistent quality standards across the team.
Support onboarding by providing quality training and mentoring to new chat agents.
Requirements:
Proven experience in quality assurance or performance monitoring preferably in chat-based or remote customer engagement environments.
Strong attention to detail and analytical skills to evaluate chat interactions accurately.
Excellent communication and coaching abilities to deliver constructive feedback effectively.
Ability to work independently and manage multiple assessments in a remote setting.
Familiarity with quality tracking tools and chat platforms is a plus.
Positive attitude and commitment to fostering a supportive and high-performing team culture.
Employment Type
Full Time
