Overview
Senior Quality Assurance Specialist Jobs in Baghdad, Baghdad Governorate, Iraq at QiCard
Title: Senior Quality Assurance Specialist
Company: QiCard
Location: Baghdad, Baghdad Governorate, Iraq
Job Summary:
Senior QA Specialist is responsible for monitoring, evaluating, and improving the quality of customer interactions across all communication channels. This role ensures that agents adhere to company standards, policies, and procedures while delivering excellent customer service. The specialist provides feedback, coaching, and recommendations to enhance overall customer experience and operational efficiency.
Key Responsibilities:
- Monitor and evaluate calls, emails, chats, and other customer interactions for quality assurance.
- Ensure agents comply with company policies, procedures, and service level agreements (SLAs).
- Identify trends, gaps, and areas for improvement in customer interactions.
- Provide constructive feedback and coaching to call center agents.
- Collaborate with team leaders and management to implement quality improvement initiatives.
- Maintain accurate records of quality assessments, agent performance, and training needs.
- Participate in developing training materials and process documentation for continuous improvement.
- Analyze customer feedback, complaints, and satisfaction scores to identify opportunities for improvement.
- Support management in setting and achieving quality standards and KPIs.
Required Qualifications:
- Bachelor’s degree in Business Administration, Communications, or related field preferred.
- 2+ years of experience in call center operations or quality assurance.
- Strong knowledge of call center processes and customer service best practices.
- Excellent communication, coaching, and interpersonal skills.
- Ability to analyze data and generate actionable insights.
- Detail-oriented with strong organizational skills.
- Proficiency in Microsoft Office and call center software (CRM, Genesis, or similar).
Key Competencies:
- Customer-focused mindset
- Analytical and problem-solving skills
- Ability to provide constructive feedback
- Team collaboration and communication
- Attention to detail and accuracy
