Customer Service Quality Expert

2 weeks ago


Cape Town, Western Cape, South Africa Callforce Direct Full time

At Callforce Direct, we are seeking a skilled Customer Service Quality Expert to join our team. As a key member of our quality assurance department, you will play a vital role in ensuring that our customer service agents meet the highest standards of performance and compliance.

Job Description:

  • Monitor and Evaluate Customer Interactions: You will be responsible for monitoring and evaluating customer interactions to ensure that our agents follow company guidelines, compliance requirements, and best practices.
  • Quality Scoring and Feedback: Using standardized evaluation criteria, you will assess agent performance on factors like communication skills, adherence to scripts, professionalism, and problem-solving abilities. You will also provide detailed and constructive feedback to agents based on your evaluation findings.
  • Process Improvement: You will identify trends, recurring issues, and areas for improvement in service delivery and work with team leaders to implement corrective actions and refine training programs.
  • Reporting and Training Support: You will prepare regular reports on QA findings and present them to management as required. You will also assist in training sessions, workshops, and calibration meetings to ensure agents are well-versed in quality standards and practices.
  • Compliance and Documentation: You will ensure all quality evaluations and feedback are accurately documented and maintain records in line with company standards and industry compliance requirements.

Required Skills and Qualifications:

  • Education: Matric or equivalent qualification
  • 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

Estimated Salary: $45,000 - $55,000 per year, depending on location and experience. We offer a competitive salary, comprehensive benefits package, and opportunities for career growth and development.



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