Quality Assurance Specialist

4 days ago


Sandton, South Africa Callforce Direct Full time
Job Description

We are seeking a highly skilled Quality Assurance Specialist to join our team at Callforce Direct. This is an exciting opportunity for individuals who are passionate about ensuring exceptional customer experiences.

About the Role

The Quality Assurance Specialist will be responsible for monitoring and evaluating customer interactions, assessing agent performance, and providing constructive feedback. This role requires strong analytical skills, excellent communication abilities, and the ability to deliver positive and motivating feedback.

Key Responsibilities
  • Customer Interaction Monitoring: Evaluate calls, chats, and emails to ensure agents adhere to company guidelines, compliance requirements, and best practices.
  • Quality Scoring: Apply standardized evaluation criteria to assess agent performance on factors like communication skills, professionalism, and problem-solving abilities.
  • Feedback and Coaching: Provide detailed and constructive feedback to agents based on evaluation findings. Support agents in understanding quality expectations and enhancing their customer interaction skills.
Qualifications

To be successful in this role, you will need:

  • Education: A minimum of 12 years of experience in a quality assurance role within a sales call center or BPO environment.
  • Skills: Strong attention to detail, excellent communication and interpersonal abilities, and the ability to deliver constructive feedback in a positive and motivating manner.
Benefits

This role offers a competitive salary range of $60,000 - $80,000 per annum, depending on experience, as well as opportunities for professional growth and development.



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