Quality Assurance Senior Specialist – Lead Generation Focus

Monitor and evaluate customer interactions (calls, emails, chats) to ensure compliance with company standards and procedures. Conduct quality audits and provide detailed feedback to agents and team leaders. Analyze performance trends and identify areas for improvement. Prepare quality reports, scorecards, and performance dashboards. Collaborate with Operations, Training, and Team Leaders to enhance service quality. Ensure adherence to customer service standards, regulatory requirements, and internal policies. Participate in calibration sessions to maintain scoring consistency. Recommend process improvements to enhance customer experience and operational efficiency.