Kafene is hiring a
Quality Assurance Specialist

Summary

Join Kafene as a Quality Assurance Specialist, responsible for monitoring and evaluating contact center agent performance to maintain high levels of customer service and compliance with company policies. Work closely with team leaders and management to identify areas of improvement, deliver feedback, and help optimize overall team performance.

Requirements

• Education: High school diploma required, bachelor’s degree in business, communications, or related field preferred
• Experience: 2+ years of experience in a quality assurance role, ideally within a call/contact center environment
• Technical Skills: Proficiency with QA software and tools (e.g., NICE, Verint, Calabrio). Strong Excel and reporting skills
• Communication: Excellent verbal and written communication skills, with the ability to give clear, actionable feedback
• Analytical Skills: Ability to analyze data, identify trends, and derive actionable insights
• Attention to Detail: Strong attention to detail to identify areas needing improvement and ensure consistent quality
• Problem-Solving: Proactive approach in addressing issues and recommending improvements
• Time Management: Ability to handle multiple evaluations and coaching sessions while meeting deadlines

Responsibilities

• Monitoring and Evaluation: Regularly review and evaluate recorded or live customer interactions (phone calls, emails, chats). Assess the accuracy, compliance, and quality of information provided by contact center agents
• Reporting and Analysis: Analyze trends in contact center performance data and prepare detailed reports. Present findings to supervisors and management, recommending actionable improvements
• Feedback and Coaching: Provide structured, constructive feedback to CSRs based on evaluations. Collaborate with team leaders to develop training programs aimed at improving agent performance
• Compliance and Policy Adherence: Ensure that all interactions comply with company policies, legal regulations, and quality standards. Identify any breaches in compliance and report them to the appropriate departments for further action
• Process Improvement: Continuously look for ways to enhance the quality monitoring process and service levels. Suggest improvements to call scripts, escalation processes, and customer interaction procedures
• Documentation and Calibration: Maintain thorough documentation of QA results, coaching sessions, and agent progress. Participate in calibration sessions to ensure consistency in evaluating agent performance across the QA team

Preferred Qualifications

• Knowledge of industry regulations and best practices (e.g., PCI, GDPR, etc.)
• Experience with customer service or customer support processes
• Familiarity with call center metrics like First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT)

Benefits

• Compensation: Base pay varies based on experience
• Healthcare Stipend: We prioritize your well-being by covering medical, dental, and vision insurance costs
• Paid Time Off: We value work-life balance, which is why we offer flexible paid time off starting from your first day of employment