Quality Specialist – Training & QA (Call Center)

About the role

The Quality Specialist will support the call centre by ensuring agents meet performance standards and by delivering targeted training programs. This position blends quality assurance with training responsibilities to continuously improve service delivery.

Key responsibilities

• Monitor agent performance across scheduled shifts.
• Develop, update and deliver training programs for call centre staff.
• Conduct call audits, analyse results and provide constructive feedback.
• Identify performance gaps and implement improvement initiatives.

Required profile

• 1–2 years of experience in training and quality assurance within a call centre environment.
• Good communication skills.

Required skills

• Analytical skills.
• Knowledge of call‑center metrics.