Quality Assurance Officer

Quality Assurance Officer responsible for end-to-end service quality execution across customer interactions (QA: voice, email, chat, social, self-service) and cases/transactions (QC: maintenance, documentation, risk/compliance). Acts as a subject matter resource to Operations and partner teams, performing evaluations, identifying deviations, and escalating high-risk issues within defined SLAs. Leverages AI, analytics, dashboards, and RPA automation to produce accurate, timely insights; supports continuous improvement, audit readiness, and measurable impact on customer experience, operational efficiency, and compliance—consistently aligning work with the Contact Center’s mission and goals.