Quality Assurance Consultant
2 months ago
**Job Purpose**:
**Key Responsibilities**:
- **Call Monitoring**:_
- Conduct regular monitoring of inbound and outbound calls to assess compliance with quality standards.
- Evaluate agent performance based on established metrics and criteria.
- **Feedback and Reporting**:_
- Provide constructive feedback to agents and team leaders based on call evaluations.
- Prepare and present quality assurance reports and findings to management.
- **Training and Development**:_
- Identify training needs and recommend improvement strategies for agents.
- Collaborate with the training department to develop and implement training programs.
- **Process Improvement**:_
- Analyze trends in customer interactions and agent performance to recommend process improvements.
- Work with management to implement changes that enhance customer experience and operational efficiency.
- **Compliance and Standards**:_
- Ensure that all call center operations comply with company policies, industry regulations, and best practices.
- Stay updated on industry standards and quality assurance methodologies.
**Qualifications and Experience**
- Matric Certificate
- National Diploma or Bachelor’s degree in Business Administration, Communication, or a related field preferred.
- 2- 3 years Quality assurance experience within a call center environment
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