Quality Assurance Specialist

3 weeks ago


Johannesburg, Gauteng, South Africa CallForce Full time

The Quality Assurance Specialist at CallForce is critical in ensuring the highest standards of customer service and performance in our call centre. This role is responsible for monitoring and assessing the quality of our associates' performance, providing actionable insights to improve our customer's experience.


Key Responsibilities:



  • Design and implement call monitoring formats and quality standards.
  • Monitor customer care email responses and provide trend data to site management.
  • Use quality monitoring data management systems to track performance at team and individual levels.
  • Participate in customer and client listening programs to identify customer needs and expectations.
  • Prepare and analyze internal and external quality reports for management review.

Requirements:



  • 2-3 years' experience in a similar role.
  • Exceptional verbal, written, and interpersonal communication skills.
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Ability to multitask and successfully operate in a fast-paced team environment.
  • Self-motivation and adaptability to change.

In this role, you will have the opportunity to make a significant impact on our customer's experience and contribute to the success of CallForce.



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