Call Quality Analyst
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Job Description
Call Quality Analyst
Location: South Africa
Salary: Competitive
Employment Type: FullTime
About the Client
Our client is a global leader in business process outsourcing (BPO) and customer experience management. With a strong presence in multiple countries they provide highquality customer support backoffice solutions and digital transformation services to top international brands. Their commitment to innovation employee development and operational excellence makes them an employer of choice in the industry.
About the Role
Our client is seeking a Call Quality Analyst to evaluate and enhance the performance of customer service interactions. This role focuses on monitoring calls assessing quality standards and providing feedback to ensure an exceptional customer experience. The ideal candidate will have a keen eye for detail strong analytical skills and the ability to coach agents on best practices.
Why Join Them
- Competitive Salary Earn a marketrelated salary.
- Career Growth Work with a leading global company with opportunities for professional development.
- Impactful Role Directly contribute to service quality improvements and customer satisfaction.
Key Responsibilities
- Monitor and evaluate inbound and outbound customer interactions for compliance with quality standards.
- Provide constructive feedback to customer service representatives to enhance performance.
- Develop and implement quality assurance guidelines and best practices.
- Work closely with team leaders and trainers to improve agent skills and customer service strategies.
- Identify trends in customer interactions and provide recommendations for process improvements.
- Generate reports on call quality metrics and agent performance.
Requirements
- Experience in a quality assurance or call monitoring role within a contact centre environment.
- Strong understanding of customer service best practices and industry standards.
- Proficiency in using call monitoring tools and quality management systems.
- Excellent analytical problemsolving and communication skills.
- Ability to provide clear actionable feedback to agents and supervisors.
- High attention to detail and a passion for improving customer experiences.
Required Experience:
IC
Employment Type
Full-Time
