Job Title: Quality Assurance (QA) Specialist – Call CenterJob SummaryWe are seeking a detail-oriented and analytical Quality Assurance (QA) Specialist to monitor and evaluate customer interactions in our call center. The QA Specialist will ensure that agents deliver high-quality service, adhere to company standards, and continuously improve performance through structured feedback and coaching support. Key ResponsibilitiesMonitor inbound and outbound calls, emails, chats, and other customer interactions.Evaluate agent performance based on predefined quality standards and KPIs.Provide constructive feedback and coaching to agents and team leaders.Identify trends, gaps, and training needs to improve service quality.Develop and maintain QA scorecards, guidelines, and evaluation frameworks.Conduct calibration sessions with operations and training teams.Prepare quality reports and present insights to management.Ensure compliance with company policies, client requirements, and regulatory standards.Support continuous improvement initiatives and process optimization.