The success of any Call Quality Assurance program is for the most part dependent upon the skills and commitments of the QA specialist. Generally, a company that implements a quality assurance program must have a quality assurance specialist. The main function of the specialist is to administer the program and coach all call center agents. While this is an important person to have in a company, it is critical that the quality assurance specialist be a highly skilled person who possesses spectacular job knowledge, coaching and interpersonal skills and is an excellent communicator. This individual...