Quality Assurance Specialist

1 week ago

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

The Quality Assurance Analyst is a crucial member of the CallForce team, responsible for ensuring the highest standards of quality in our call center operations. This role involves monitoring and assessing the performance of our associates, identifying areas for improvement, and implementing processes to enhance the overall customer experience.

Key Responsibilities:

  • Develop and implement call monitoring formats and quality standards to ensure consistency and excellence.
  • Analyze trend data to provide actionable insights to site management and support teams.
  • Compile and track performance metrics at the team and individual level using our quality monitoring data management system.
  • Monitor customer care email responses to ensure timely and effective resolution of customer inquiries.
  • Participate in customer and client listening programs to stay attuned to customer needs and expectations.
  • Provide data-driven recommendations to internal support groups to drive continuous improvement.
  • Coordinate and facilitate call calibration sessions to ensure consistency in call handling and quality standards.
  • Provide constructive feedback to call center team leaders and managers to support their development and growth.
  • Prepare and analyze internal and external quality reports for management review and decision-making.

What You'll Bring:

  • Strong analytical and problem-solving skills to identify areas for improvement and develop effective solutions.
  • Excellent communication and interpersonal skills to work effectively with cross-functional teams and stakeholders.
  • Ability to work in a fast-paced environment and prioritize multiple tasks and projects simultaneously.
  • Strong attention to detail and organizational skills to maintain accurate records and reports.

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