Quality Assurance Specialist

2 months ago


Durban, KwaZulu-Natal, South Africa CallForce Full time

The Quality Assurance Specialist at CallForce is responsible for ensuring the highest level of customer satisfaction through effective quality monitoring and analysis. This role involves assessing the quality of call center performance, identifying areas for improvement, and implementing strategies to enhance the overall customer experience.

Key responsibilities include:

  • Designing and implementing quality monitoring formats and standards
  • Performing call monitoring and analyzing trend data to inform site management decisions
  • Compiling and tracking performance metrics at the team and individual level
  • Monitoring customer care email responses and providing actionable feedback
  • Participating in customer and client listening programs to identify needs and expectations
  • Providing data-driven insights to internal support groups
  • Facilitating call calibration sessions for call center staff
  • Preparing and analyzing 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 satisfaction
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Ability to effectively deal with people at all levels
  • Creative problem-solving and writing skills
  • Ability to multitask and work in a fast-paced team environment


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