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Quality Assurance and Quality Control Specialist

1 month ago

Johannesburg, Gauteng, South Africa CallForce Full time

About CallForce

At CallForce, we strive to deliver exceptional customer experiences through our high-quality services.

Job Summary

We are seeking a highly skilled Quality Assurance and Quality Control Specialist to join our team. The successful candidate will be responsible for assessing the quality of our call centre's performance and making recommendations for improvements.

Main Responsibilities:

  • Design and implement quality standards and monitoring formats.
  • Maintain accurate records of performance data and trends.
  • Use data management systems to track individual and team performance.
  • Monitor and respond to customer care emails.
  • Participate in customer listening programs to identify needs and expectations.
  • Provide actionable insights to internal teams.
  • Facilitate calibration sessions for call centre staff.
  • Offer feedback to team leaders and managers.
  • Prepare quality reports for management review.

Requirements

The ideal candidate will have excellent analytical and communication skills, as well as the ability to work independently and collaboratively as part of a team.

Salary Information

The salary for this position is approximately $65,000 per annum, depending on location and experience.