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Quality assurance agent skills for your resume and career

Updated January 8, 2025
4 min read
Below we've compiled a list of the most critical quality assurance agent skills. We ranked the top skills for quality assurance agents based on the percentage of resumes they appeared on. For example, 19.8% of quality assurance agent resumes contained qa as a skill. Continue reading to find out what skills a quality assurance agent needs to be successful in the workplace.

15 quality assurance agent skills for your resume and career

1. QA

QA, or Quality Assurance is a procedure that entails all of the steps taken to avoid any errors in the manufacturing process or in the production of the goods that a company produces. It can also include ensuring the consistency of the services rendered. Quality assurance ensures that the quality of the service delivered to consumers meets or exceeds the promised expectations. This greatly aids in the prevention of any complications that might arise after the goods or services have been distributed. It makes sure that customers are satisfied.

Here's how quality assurance agents use qa:
  • Trained five team members of the Legal work processes, procedures, and QA scoring expectations.
  • Generated first draft of QA score metrics for the Data Entry team's work processes.

2. Product Knowledge

Product knowledge is the skill of having better information and knowledge about the product you are selling. Product knowledge is essential for the employees of the companies so they can communicate and inform the customers about the product. Having great product knowledge is essential for a better sales pitch and to give the customer a better and complete idea of the product that will influence him to buy the product eventually.

Here's how quality assurance agents use product knowledge:
  • Monitor voice quality, and tone, along with product knowledge.
  • Demonstrated excellent public relation skills and product knowledge resulting in sales increase and distribution.

3. Call Monitoring

Here's how quality assurance agents use call monitoring:
  • Conduct call monitoring, maintained quality documentation and generate quality reports to the Quality Assurance Manager.
  • Give evaluations on any recorded conversations between an agent and the callers using the automated call monitoring solution.

4. Inbound Calls

Here's how quality assurance agents use inbound calls:
  • Processed a daily average of 50 inbound calls and 60 client Outlook email inquiries.
  • Respond to inbound calls from policyholders and agents according to service standards and procedures.

5. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how quality assurance agents use outbound calls:
  • Established positive relationships and built rapport with various airlines making outbound calls to confirm tickets were issued and negotiate schedule changes.
  • Account Representative for Wells Fargo and Sprint PCS Projects Duties: Inbound and outbound calls for collections and customer service.

6. Call Center Management

Here's how quality assurance agents use call center management:
  • Monitored low performing agents as requested by call center management.
  • Work with the call center management to identify ongoing training needs.

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7. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how quality assurance agents use customer care:
  • Managed current and newly requested articles that provided technical guidelines to Customer Care Agents with assisting customers.
  • Collaborated with Customer Care Manager to create strategic plans to enhance customer satisfaction.

8. Calibration Sessions

Here's how quality assurance agents use calibration sessions:
  • Facilitated and participated in calibration sessions as needed.
  • Manage calibration sessions with our supplier sites to ensure everyone is in line with the quality guidelines set forth.

9. Customer Complaints

Here's how quality assurance agents use customer complaints:
  • Handle inbound customer service calls and troubleshoot customer complaints to a satisfactory resolution.
  • Coordinated the investigation of customer complaints

10. Credit Card

A type of card issued by banks and other financial institutions, that enable users to manage and borrow their finances is called a credit card. The funds borrowed from a financial institution through a credit card are meant to be paid back along with certain amounts of interest imposed by the bank.

Here's how quality assurance agents use credit card:
  • Verified authorizations for government credit card use.
  • Provide technical assistance and support for incoming queries and issues related to credit card & account services from our customers.

11. Track Performance

Here's how quality assurance agents use track performance:
  • Use quality monitoring data to compile and track performance at team and individual level.

12. Customer Interaction

Customer interaction is communication between a company and its customers. Through customer interaction, a company is able to solve the various queries its customers have, convey different packages, and range of services provided by the company, and receive suggestions from the customers.

Here's how quality assurance agents use customer interaction:
  • Utilized customer relationship software to document all customer interactions to provide seamless support over future interactions.
  • Displayed courtesy and strong interpersonal skills with all customer interactions.

13. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how quality assurance agents use customer service:
  • Provide oversight and quality control to general customer service representatives and other team members on escalated matters.
  • Improved call center efficiency and customer service standards through development of performance incentives and staff development.

14. Quality Customer Service

Here's how quality assurance agents use quality customer service:
  • Provided quality customer service; researched and answered all questions/concerns related to company product and/or specifically customer reservations.
  • Provided quality customer service in a professional call center work environment rated highly stressful.

15. Agent Calls

Here's how quality assurance agents use agent calls:
  • Monitor agent calls to ensure adherence to department guidelines and Federal regulations.
  • Ensured superior customer contact skills through monitoring and evaluating the structure and quality of agent calls.
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List of quality assurance agent skills to add to your resume

Quality assurance agent skills

The most important skills for a quality assurance agent resume and required skills for a quality assurance agent to have include:

  • QA
  • Product Knowledge
  • Call Monitoring
  • Inbound Calls
  • Outbound Calls
  • Call Center Management
  • Customer Care
  • Calibration Sessions
  • Customer Complaints
  • Credit Card
  • Track Performance
  • Customer Interaction
  • Customer Service
  • Quality Customer Service
  • Agent Calls
  • Quality Assurance Standards
  • Windows
  • Call Handling
  • Customer Support
  • Customer Accounts
  • Replacement Costs
  • Customer Issues
  • Quality Assurance Purposes
  • Multitask
  • PowerPoint
  • Qa Testing
  • Customer Inquiries
  • Performance Reviews
  • RAN
  • Hippa
  • Conference Calls
  • Technical Issues
  • Customer Calls
  • Quality Guidelines
  • Agent Performance

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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