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Quality Assurance Specialist

2 months ago

Durban, KwaZulu-Natal, South Africa CallForce Full time

Position Overview:

The Quality Assurance Specialist is tasked with evaluating the effectiveness of our call center operations. This role 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 organizational policies and procedures. The individual will play a crucial role in developing, implementing, and refining quality assurance processes and procedures within the call center, as well as suggesting improvements to training materials to enhance the overall experience for CallForce customers.

Required Experience and Skills:

  • 2-3 years of experience in a related field
  • Exceptional verbal, written, and interpersonal communication abilities
  • Strong customer service orientation and commitment to delivering outstanding care
  • Self-motivated and proactive work ethic
  • Emphasis on quality assurance and customer satisfaction
  • Excellent listening and analytical capabilities
  • Effective time management skills
  • Able to interact effectively 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 tasks effectively

Key Responsibilities:

  • Contributes to the design of call monitoring formats and quality benchmarks.
  • Conducts call monitoring and provides trend analysis to the management team.
  • Utilizes quality monitoring data management systems to compile and assess performance metrics at both team and individual levels.
  • Monitors responses to customer care emails.
  • Engages in customer and client feedback programs to identify needs and expectations.
  • Delivers actionable insights to various internal support teams as required.
  • Facilitates and coordinates calibration sessions for call center personnel.
  • Offers constructive feedback to team leaders and managers within the call center.
  • Prepares and evaluates internal and external quality reports for management review.
  • Performs additional duties as assigned.