Quality Assurance Specialist

6 days ago


Cape Town, Western Cape, South Africa University of Fort Hare Full time

Our goal is to find a seasoned Insurance Quality Assessor with 2-3 years of experience who can contribute their expertise to our UK campaign.

Key Responsibilities:
  • Call Evaluation & Monitoring: Assess 80-100 calls per day for compliance with regulatory standards, customer service quality, and sales effectiveness.
  • Coaching & Feedback: Provide real-time coaching and feedback to agents when required, ensuring they understand performance gaps and areas for improvement.
  • Effective Communication: Engage with team leaders and management to discuss quality trends, agent performance, and action plans.
  • QA Tracker Maintenance: Keep the QA tracker updated daily with accurate call assessments, feedback logs, and performance insights.
  • Reporting & Insights: Identify trends, common issues, and training needs based on QA assessments and provide structured reports.
  • Process Improvement: Collaborate with the QA and Operations teams to recommend process enhancements that improve agent performance and customer experience.
Qualifications & Experience:
  • Experience: 2-3 years in a Quality Assessor, Compliance, or Call Monitoring role within a BPO Sales environment.
  • Software Proficiency: Experience with QA monitoring tools, CRM systems, and reporting dashboards.


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