Summary
Date Posted: Wednesday, November 06 2024, Base Salary: Not Disclosed

JOB DETAILS:
Position Overview:
We are seeking a dedicated and detail-oriented Team Quality Assurance Officer to join our call centre operations. The ideal candidate will have a strong background in quality assessment within a call centre environment, with a commitment to mentoring team members and ensuring high standards of service. This role is key to maintaining our commitment to customer satisfaction by providing ongoing support and feedback to the team.

Key Responsibilities:
• Monitor and evaluate calls and customer interactions to ensure adherence to quality standards.
Provide constructive feedback and mentoring to team members to enhance their performance and meet service expectations.
Develop quality assurance processes and procedures, maintaining comprehensive documentation.
Work closely with the team to identify areas for improvement and implement corrective actions.
Assist in training new staff on quality standards and customer service best practices.
Conduct regular audits and quality reviews, ensuring compliance with company policies and service standards.
Maintain an open line of communication with team members to understand challenges and provide solutions to improve customer interactions.

Requirements:
• Bachelor’s degree in Communication, Business Administration, or a related field.
2-3 years of experience in a call centre environment, specifically in a quality assessor or call centre supervisor role.
Strong customer service skills with a proven ability to handle customer issues tactfully.
Excellent listening skills and attention to detail.
Strong team player with exceptional interpersonal skills, able to mentor and motivate team members effectively.

Skills and Competencies:
• Proficient in call centre software and quality monitoring tools.
Strong analytical and problem-solving skills, with a commitment to continuous improvement.
Excellent verbal and written communication skills.
Ability to handle sensitive information with discretion and professionalism.

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

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