CoreStar

Quality Specialist

• Monitor and evaluate customer interactions across chat, email, tickets, and Slack communications
• Conduct regular quality assessments of agents using AI tools and established scoring criteria
• Review Zendesk reports and analyze support metrics to identify trends and areas for improvement
• Maintain quality assurance documentation and provide detailed feedback reports
• Monitor and evaluate shift leaders' performance, including team productivity, schedule adherence, escalation handling, and team management effectiveness
• Track KPIs for agents and shift leaders, identifying performance gaps and improvement opportunities
• Conduct calibration sessions to ensure consistency in quality evaluations
• Prepare comprehensive weekly and monthly quality reports for management and CEO
• Provide actionable insights based on quality data and customer interaction analysis
• Identify systematic issues and recommend process improvements
• Deliver constructive feedback through one-on-one coaching sessions
• Collaborate with the training team to address skill gaps and development needs
• Participate in performance review processes

Quality Control Specialist