Quality Analyst

Key Responsibilities: Call Monitoring & Evaluation: Assess 80-100 calls per day for compliance with regulatory standards, customer service quality, and sales effectiveness. Coaching & Feedback: Provide real-time coaching and feedback to agents when required, ensuring they understand performance gaps and areas for improvement. Effective Communication: Engage with team leaders and management to discuss quality trends, agent performance, and action plans. QA Tracker Maintenance: Keep the QA tracker updated daily with accurate call assessments, feedback logs, and performance insights. Reporting & Insights: Identify trends, common issues, and training needs based on QA assessments and provide structured reports. Process Improvement: Collaborate with the QA and Operations teams to recommend process enhancements that improve agent performance and customer experience. Qualifications & Experience: Experience: 2-3 years in a Quality Assessor, Compliance, or Call Monitoring role within a BPO Sales environment. Software Proficiency: Experience with QA monitoring tools, CRM systems, and reporting dashboards.

Location: Woodstock, ZA

Posted Date: 3/4/2025