Customer Service Quality Specialist

3 weeks ago


Cape Town, Western Cape, South Africa CallForce Full time

At CallForce, we're committed to delivering exceptional customer experiences. We're seeking a Customer Service Quality Specialist to join our team in ensuring our agents meet the highest standards of quality and performance.

**Key Responsibilities:**

  • Quality Monitoring: Evaluate customer interactions, including calls, chats, and emails, to ensure our agents adhere to company guidelines, compliance requirements, and best practices.
  • Performance Scoring: Apply standardized evaluation criteria to assess agent performance on factors such as communication skills, professionalism, problem-solving abilities, and adherence to scripts.
  • Coaching and Feedback: Provide constructive feedback to agents based on evaluation findings, supporting them in understanding quality expectations and enhancing their customer interaction skills.
  • Process Improvement: Identify trends, recurring issues, and areas for improvement in service delivery, working with team leaders and management to implement corrective actions and refine training programs.
  • Reporting and Analytics: Prepare regular reports on QA findings, summarizing key insights, improvement areas, and progress metrics, presenting findings to management as required.
  • Training Support: Assist in training sessions, workshops, and calibration meetings to ensure agents are well-versed in quality standards and practices.
  • Compliance and Documentation: Ensure all quality evaluations and feedback are accurately documented, maintaining records in line with company standards and industry compliance requirements.

**Qualifications and Skills:**

  • Education: Matric or equivalent
  • Experience: Minimum 1–2 years in a quality assurance role within a sales call center or BPO environment
  • Skills:
    • Strong attention to detail
    • Excellent communication and interpersonal abilities
    • Ability to deliver constructive feedback in a positive, motivating manner
    • Familiarity with BPO industry standards and compliance regulations


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