Quality Assurance Expert

1 month ago


Durban, KwaZulu-Natal, South Africa CallForce Full time

The Quality Assurance and Service Excellence Specialist is responsible for ensuring the quality of customer interactions within CallForce. By monitoring and analyzing call center performance, this individual will help identify areas for improvement and develop strategies to enhance the overall customer experience. A key focus will be on developing and implementing quality standards, as well as providing actionable data to internal support groups.

Key Responsibilities:

  • Design and implement call monitoring formats and quality standards
  • Compile and track performance data at both team and individual levels
  • Monitor customer care email responses and participate in customer listening programs
  • Provide feedback to call center team leaders and managers
  • Prepare and analyze internal and external quality reports
  • Coordinate call calibration sessions and facilitate team development


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