QA Agent Call Centre

The QA Agent will deliver constructive feedback to agents, track performance trends, and collaborate with leadership to refine training and development efforts.

Key Responsibilities:

• Monitor Customer Interactions: Evaluate calls, chats, and emails to ensure customer service agents follow company guidelines, compliance requirements, and best practices.
• Quality Scoring: Apply standardized evaluation criteria to assess agent performance on factors like communication skills, adherence to scripts, professionalism, and problem-solving abilities.
• Feedback and Coaching: Provide detailed and constructive feedback to agents based on evaluation findings on the calls. Support agents in understanding quality expectations and enhancing their customer interaction skills.
• Process Improvement: Identify trends, recurring issues, and areas for improvement in service delivery. Work with team leaders /CM to implement corrective actions and refine training programs.
• Reporting: Prepare regular reports on QA findings, summarizing key insights, improvement areas, and progress metrics. Present findings to management as required.
• Training Support: Assist in training sessions, workshops, and calibration meetings to ensure agents are well-versed in quality standards and practices.
• Compliance and Documentation: Ensure all quality evaluations and feedback are accurately documented. Maintain records in line with company standards and industry compliance requirements.
• Collaboration: Collaborate with Operations, Training, and HR departments to align quality goals with company objectives.

Qualifications:

• Education: Matric
• Experience: Minimum 1–2 years in a quality assurance role within a SALES call center or BPO environment.
• Skills:
• Strong attention to detail
• Excellent communication and interpersonal abilities.
• Ability to deliver constructive feedback in a positive, motivating manner.
• Familiarity with BPO industry standards and compliance regulations.

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