Position Overview
The Senior QA Specialist is responsible for monitoring, evaluating, and improving the performance of telesales and retention teams to ensure compliance, high-quality customer interactions, and achievement of business goals. This role involves auditing calls, identifying performance gaps, recommending improvements, and supporting coaching strategies. The Senior QA Specialist also mentors junior QA analysts and collaborates closely with Sales, Retention, Training, and Compliance teams.
Key Responsibilities
Quality Monitoring & Evaluation
- Conduct regular call monitoring for telesales and retention agents (live and recorded calls).
- Evaluate conversations for accuracy, sales skills, objection handling, compliance, and customer experience.
- Identify gaps, trends, and improvement areas across frontline teams.
- Ensure adherence to internal policies, regulatory guidelines, and quality standards.
Performance Reporting
- Prepare weekly and monthly QA reports with insights, trends, and actionable recommendations.
- Highlight key quality issues impacting sales conversions, retention performance, or customer satisfaction.
- Track agent performance scores and maintain accurate documentation.
Coaching & Development Support
- Work with Team Leaders and Trainers to implement targeted coaching based on QA insights.
- Provide performance feedback to agents in a constructive and developmental manner.
- Participate in calibration sessions to maintain scoring consistency across QA team members.
- Assist in developing QA forms, scorecards, and quality frameworks.
Process Improvement
- Identify process gaps that affect customer experience or sales/retention outcomes and propose improvements.
- Collaborate with sales and retention leaders to optimize scripts, objection-handling techniques, and call flows.
- Recommend training needs based on recurring quality issues.
Compliance & Risk Management
- Ensure agents comply with internal policies, legal and regulatory requirements.
- Escalate critical compliance breaches or process deviations in a timely manner.
- Support audits and contribute to policy updates where required.
Leadership & Mentoring
- Guide junior QA Analysts in calibration, scoring, and QA best practices.
- Lead small QA projects and drive initiatives aimed at improving team efficiency.
