Top knowledge and skills quality assurance specialists must possess

A person given the position of a Call Quality Assurance specialist must have certain skills and knowledge since this position is critical to the success of the quality assurance program. It is important that a quality assurance specialist should possess good job knowledge. In other words, to effectively, objectively and accurately evaluate call center agents, it is essential that a quality assurance specialist possess impregnable knowledge of systems, services, products, procedures and processes. If the quality assurance specialist is hired externally, it is recommended that the individual...