Quality Assurance (QA) Analyst

Evaluate AI & human interactions to ensure quality, compliance, and customer experience standards.

• •Taptap Send is seeking a Quality Assurance (QA) Analyst to evaluate AI & human interactions across various channels, ensuring consistent quality, compliance, and customer experience.
• •This role is crucial for managing QA processes and relationships with BPO partners, driving continuous improvement through coaching and performance insights.
• •Key Responsibilities Ensure all BPO sites meet QA targets and agent pass rates.
• •Review and assess customer support interactions across email, voice, and chat channels.
• •Provide objective, detailed, and actionable feedback to agents and team leaders.
• •Organize and facilitate QA calibration sessions between BPO sites and internal teams.
• •Prepare regular QA reports and insights for stakeholders.
• •Requirements Strong organizational skills and attention to detail.
• •Critical analysis skills.
• •Strong understanding of customer support KPIs and quality frameworks.