Contact Center Quality Specialist

Job Summary

A company is looking for a Contact Center Experience Quality Specialist.

Key Responsibilities

• Lead root cause analysis and gather customer feedback to drive continuous improvement
• Host calibration sessions and coordinate qualitative reviews to ensure adherence to quality standards
• Monitor customer interactions and provide coaching and training to Team Leaders

Required Qualifications

• Minimum 5 years of experience in quality, customer experience, or continuous improvement roles
• At least 3 years of experience in a matrix organization, ideally in a leadership role
• Strong knowledge of customer needs throughout the shopping journey
• Broad knowledge of the Call Center industry and continuous improvement functions
• Strong analytical skills with the ability to translate insights into actionable improvements