Quality Assurance Agent

1 week ago

Mount Edgecombe, South Africa International Call Group Full time

We are seeking a detail-oriented Quality Assurance Agent to join our call centre team. The Quality Assurance Agent will be responsible for monitoring and evaluating customer interactions to ensure compliance with company policies and standards. This role plays a critical part in maintaining high-quality customer service and identifying areas for improvement in our processes and training programs.

**Responsibilities**:
**Monitor Calls**: Evaluate outbound calls to assess the quality of service provided by call centre agents.

**Quality Assessments**: Conduct regular quality assessments using established criteria, providing constructive feedback and actionable insights to agents.

**Reporting**: Prepare detailed reports on quality performance metrics, identifying trends and areas for improvement.

**Process Improvement**: Participate in process improvement initiatives to enhance customer experience and operational efficiency.

**Customer Feedback Analysis**: Analyse customer feedback and survey results to identify service gaps and recommend improvements.

**Compliance Checks**: Ensure compliance with industry regulations and company policies during call evaluations.

**Coaching**: Provide coaching and support to agents based on performance evaluations, promoting continuous improvement and skill development.

**Collaboration**: Work closely with team leaders and management to address performance issues and implement best practices.

**Qualifications**:

- 2 years’ experience in a quality assurance role within a call centre environment.
- Strong understanding of call centre operations and customer service principles.
- Excellent communication skills
- Detail-oriented with a focus on accuracy and quality.
- Proficiency in quality assurance software and call monitoring tools.
- Ability to work independently and as part of a team in a fast-paced environment.

**How To Apply**:
Whatsapp: +27 63 153897

Work Location: In person

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