Quality Assurance Officer

Roles and Responsibilities:
a) Perform quality assurance by live monitoring an average of 80 to 100 calls per day covering all
call centre operators with a focus on those with lower performance.
b) Listen to random samples of recordings of operators, especially those that require particular
attention.
c) Provide weekly/monthly quality assurance report to the call-centre manager to include in the
performance assessment of operators.
d) Raise immediately any concerning behaviour, responses, or actions of the operators to the
attention of the Call Centre Manager.
e) Recommend training needs for operators that fall short of the desired performance level,
upon identifying recurrent quality assurance concerns.
f) Collaborate on the preparation and conduction of trainings or refresher trainings, following
the findings of the continuous quality assurance exercise.