Conduct quality assessments and audits of customer email interactions using established scorecards. Document findings, track compliance issues, analyze trends, prepare reports, and recommend continuous improvements. Provide coaching feedback, participate in calibration sessions, maintain data integrity, and support client-facing discussions about QA standards. The role requires strong communication, attention to detail, root cause analysis skills, and experience in QA within BPO or customer support environments.

The Technical Support Specialist interacts with customers to resolve issues, triage requests, log support tickets, and ensure customer satisfaction through effective communication and problem-solving.