Quality Assurance Specialist

2 months ago


Durban, KwaZulu-Natal, South Africa CallForce Full time

Position Overview:

The Quality Assurance Specialist plays a crucial role in evaluating the effectiveness of our call center operations. This position involves monitoring both incoming and outgoing communications, including calls and emails, to gauge associates' professionalism, accuracy in technical responses, customer service quality, and adherence to company guidelines.

Key Qualifications:

  • 2-3 years of experience in a related field
  • Strong verbal, written, and interpersonal communication abilities
  • Exceptional customer service orientation and commitment to delivering outstanding support
  • Self-motivated and proactive in approach
  • Emphasis on quality assurance and customer satisfaction
  • Excellent listening and analytical capabilities
  • Effective time management skills
  • Able to interact with individuals at all organizational levels
  • Creative writing skills and proficiency
  • Ability to manage multiple tasks in a dynamic, team-oriented environment
  • Adaptable to change with the ability to prioritize effectively

Primary Responsibilities:

  • Contributes to the development of call monitoring formats and quality benchmarks.
  • Conducts call evaluations and provides trend analysis to management.
  • Utilizes quality monitoring data systems to compile and assess performance metrics at both team and individual levels.
  • Reviews customer care email interactions.
  • Engages in customer feedback initiatives to discern client needs and expectations.
  • Delivers actionable insights to various internal departments as required.
  • Facilitates calibration sessions for call center personnel.
  • Offers constructive feedback to team leaders and management.
  • Prepares and reviews quality reports for management consideration.
  • Undertakes additional responsibilities as assigned.


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