Call Center Quality Assurance Job Description

A call center quality assurance representative has a number of duties and responsibilities which help call center representatives operate at optimal efficiency. Quality assurance representatives must measure and guage all activities of call center employees.

Compliance

Quality assurance personnel monitor phone calls to make sure call center employees are in compliance with the rules and regulations of an organization.

Customer Service

Quality assurance is responsible for making sure employees provide excellent customer service when they are speaking with customers. The greeting has to be correct. Most organizations have a standard greeting everyone is required to use. The quality assurance representative also makes sure call center employees give accurate information in a courteous and professional manner.

Products/Services

Call center employees are sometimes required to cross sell company products and services. A quality assurance representative will confirm this is being done. Additional sales add to the profitability of an organization.

Goals/Objectives

There are goals and objectives that call center employees are accountable for. Quality assurance can help a call center representative use the most effective and efficient means for handling phone calls without sacrificing customer service, while achieving the stated goals.

Coaching/Training

Quality assurance representatives provide training, coaching, feedback and assistance to call center representatives to make sure they understand new policies and procedures for quality.

References

• Tips On Call Center Quality Assurance
• Quality Assurance Call Center Job Description