Quality Assurance Specialist

4 weeks ago

Cape Town, Western Cape, South Africa CallForce Full time
Quality Assurance Analyst

The Quality Assurance Analyst plays a crucial role in ensuring the excellence of our International Sales Campaigns at CallForce.

This position is responsible for monitoring outbound calls to assess the performance of our associates, evaluating their demeanor, technical accuracy, customer service skills, and adherence to company policies and procedures.

The ideal candidate will have 2-3 years of experience in a QA role with international sales campaigns, excellent verbal and written communication skills, exceptional listening and analytical abilities, and solid time management skills.

Key Responsibilities:

  • Design and implement call monitoring formats and quality standards.
  • Perform call monitoring and provide trend data to site management.
  • Use quality monitoring data management systems to track performance at the team and individual levels.
  • Participate in customer and client listening programs to identify customer needs and expectations.
  • Provide actionable data to internal support groups as needed.
  • Coordinate and facilitate call calibration sessions for staff.
  • Provide feedback to team leaders.
  • Prepare and analyze internal and external quality reports for management review.

Requirements:

  • 2-3 years of experience in a QA role with international sales campaigns.
  • Excellent verbal, written, and interpersonal communication skills.
  • Exceptional listening and analytical skills.
  • Solid time management skills.
  • Creative ability and writing proficiency.
  • Ability to multitask and operate in a fast-paced team environment.
  • Adaptability and ability to set and adjust priorities as needed.

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