Quality Specialist (3A)
Quality Specialist (3A)
Posted on :
07-08-2025
Employer Active
1 Vacancy
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Job Description
Quality Specialist-Contact Center
Job Description:
The Quality Specialist is responsible for monitoring evaluating and enhancing the performance of contact center agents supporting small store owners using the clients mobile application. This role ensures service excellence and process compliance by identifying areas for improvement maintaining quality standards and supporting training and coaching initiatives to elevate customer experience and operational efficiency.
Job Responsibilities:
Conduct regular audits of calls chats and emails to ensure agents are following service standards communication protocols and effective issue resolution.
Evaluate agent performance based on key performance indicators (KPIs) like accuracy empathy and compliance and maintain detailed quality scorecards and feedback logs
Develop and maintain quality assurance (QA) scorecards aligned with business objectives
Analyze quality trends to pinpoint training needs and process gaps and prepare weekly or monthly reports on quality metrics sharing actionable insights with team leads and supervisors
Provide constructive feedback to agents and assist in coaching sessions to address performance gaps
Help refine quality standards and QA processes as the client app evolves
Recommend enhancements to scripts workflows and CRM usage based on your observations and support initiatives to improve data accuracy order handling and app navigation support
Basic Qualifications:
High School Diploma or GED Equivalent
At least 2 years of experience relating to the job description
Preferred Qualifications:
Excellent verbal and written communication skills in Spanish
Prior experience in quality assurance or performance evaluation is highly desirable
Familiarity with mobile apps CRM systems and order management processes
Proficiency in CRM platforms and Microsoft Office Suite (Excel Word Outlook)
Strong attention to detail analytical thinking and objectivity
Empathy patience and a coaching mindset
Ability to work independently and collaboratively in a fast-paced environment
Who We Are
Infosys BPM Limited a wholly owned subsidiary of Infosys Limited (NYSE: INFY) provides end-to-end transformative business process management (BPM) services for its clients across the globe. The companys integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines and address business challenges for its clients. Utilizing innovative business excellence frameworks ongoing productivity improvementsprocess reengineeringautomation and cutting-edge technology platforms Infosys BPM enables its clients to achieve their cost reduction objectives improve process efficiencies enhance effectiveness and deliver superior customer experience.
Infosys BPM has 44 delivery centers in 16 countries spread across 5 continents with 59443 employees from 108 nationalities as of March 2025.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years from key industry bodies and associations like the Outsourcing Center SSON and GSA among others. Infosys BPM also has very robust people practices as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice on the basis of its industry leading HR best practices. The companys senior leaders contribute widely to industry forums as BPM strategists.
EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin
Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race color religion sex sexual orientation gender identity national origin protected veteran status spouse of protected veteran or disability.
Required Experience:
Unclear Seniority
Employment Type
Full Time
Key Skills
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