Quality Assurance Specialist

3 weeks ago


Johannesburg, Gauteng, South Africa CallForce Full time
Quality Assurance Analyst

The Quality Assurance Analyst plays a vital role in ensuring the highest standards of quality in our call center operations. This individual is responsible for monitoring and assessing the performance of our call center agents, providing feedback and recommendations for improvement.

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 team and individual levels.
  • Monitor customer care email responses and provide actionable data to internal support groups.
  • Participate in customer and client listening programs to identify customer needs and expectations.
  • Coordinate and facilitate call calibration sessions for call center staff.
  • Provide feedback to call center team leaders and managers.
  • Prepare and analyze internal and external quality reports for management review.

Requirements:

  • 2-3 years experience in a similar role.
  • Excellent verbal, written, and interpersonal communication skills.
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Self-motivation and ability to work independently.
  • Focus on quality and customer service.
  • Exceptional listening and analytical skills.
  • Solid time management skills.
  • Ability to effectively deal with people at all levels inside and outside the company.
  • Creative ability and writing proficiency.
  • Ability to multitask and operate in a fast-paced team environment.

About Callforce:

Callforce is a leading provider of call center services, dedicated to delivering exceptional customer experiences. We are committed to excellence and innovation in our operations, and we are seeking a highly skilled Quality Assurance Analyst to join our team.



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