Back Office QA Specialist

Category: Administrative / Office Support Roles

Photo of a Back Office QA Specialist on duty.

Back Office QA Specialist Responsibilities:
Ensure the quality and control activities of the contact centre.

Back Office QA Specialist Duties:

  • Assess representatives’ telephone-based or online interactions with customers
  • Promote improvement through feedback and training content
  • Achieve performance targets on a monthly basis
  • Perform data entry, data cleansing, migration and verification and CRM maintenance
  • Participate in calibrations and provide recommendations for process improvement
  • Update and maintain reports related to data
  • Maintain confidential information
  • Follow Quality Assurance Processes
  • Collaborate and cooperate with other members of the team to ensure consistent delivery of high quality work

Back Office QA Specialist Skills and Qualifications:

  • Highly detail-oriented
  • Customer Focus: Proven ability to consistently deliver high-quality service
  • Knowledge of products/services offered by the organization and established sales and service standards
  • Strong Interpersonal & Communication Skills: Able to provide objective and constructive feedback
  • Knowledge of Quality Assurance and Control practices
  • Knowledge of regulatory and legislative policy and procedures for the financial sector