Quality Assurance Specialist

2 weeks ago


Johannesburg, Gauteng, South Africa CallForce Full time
Quality Assurance Analyst

The Quality Assurance Analyst plays a crucial role in ensuring the exceptional quality of our call center operations. This individual is responsible for monitoring and assessing the performance of our associates, providing actionable insights to enhance the overall customer experience.

Key Responsibilities:
  • Design and implement call monitoring formats and quality standards.
  • Compile and track performance data at the team and individual level.
  • Monitor customer care email responses and identify areas for improvement.
  • Participate in customer and client listening programs to understand customer needs and expectations.
  • Provide data-driven insights to internal support groups and stakeholders.
  • Coordinate and facilitate call calibration sessions for call center staff.
  • Offer constructive feedback to call center team leaders and managers.
  • Analyze and present quality reports to management staff.

This role requires a detail-oriented and analytical individual who can effectively communicate complex data insights to various stakeholders. If you are a results-driven professional with a passion for quality and customer satisfaction, we encourage you to apply for this exciting opportunity.



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