Call Center QA Monitor - Work from Home Role

Mashreq Bank; South Africa; Remote; ZAR 200,000 - 300,000; Full time

Job summary

A forward-thinking technology company in South Africa is seeking a detail-oriented Call Center Quality Assurance (QA) Monitor to evaluate and enhance customer interactions. This remote role requires a minimum of 2 years in QA within a call center, strong analytical skills, and excellent communication abilities. Enjoy competitive salary, comprehensive health benefits, and opportunities for professional growth while working from home.

Benefits

Competitive salary

100% remote work

Comprehensive health insurance

Paid time off

Opportunities for professional growth

Qualifications

• Minimum of 2 years of experience in a quality assurance role.
• Ability to provide clear and constructive feedback.
• Familiarity with remote call monitoring tools preferred.

Responsibilities

• Monitor and evaluate inbound and outbound calls.
• Score calls according to defined quality parameters.
• Provide actionable feedback to call center agents.
• Identify training needs and support continuous improvement.

Skills

Excellent listening skills

Strong verbal and written communication abilities

Solid understanding of customer service practices

Proficiency in using QA software

Strong time management skills

Job description

Job Summary

Progressive Technology is seeking a detail-oriented and analytical Call Center Quality Assurance (QA) Monitor to join our dynamic remote team. In this role, you will be responsible for evaluating and enhancing the quality of customer interactions across various communication channels to ensure our high standards of customer service are consistently met. The ideal candidate will have a passion for quality, a keen ear for detail, and the ability to provide constructive feedback that drives performance improvement.

Key Responsibilities

• Monitor and evaluate inbound and outbound calls to ensure adherence to compliance standards, company policies, and customer service best practices.

• Score calls according to defined quality parameters and performance metrics.

• Provide actionable insights and feedback to call center agents to improve service quality, customer satisfaction, and operational efficiency.

• Identify training needs and collaborate with the training team to support continuous improvement.

• Compile and analyze QA data to report trends, patterns, and improvement opportunities.

• Collaborate with team leaders and supervisors to enhance coaching efforts and drive a culture of quality and accountability.

• Participate in calibration sessions to align QA expectations and maintain scoring consistency.

• Maintain accurate documentation of QA assessments and agent performance records.

Required Skills and Qualifications

• Excellent listening skills with a strong attention to detail.

• Strong verbal and written communication abilities.

• Solid understanding of customer service practices and call center operations.

• Ability to provide clear, concise, and constructive feedback.

• Proficiency in using QA software and CRM systems.

• Strong time management and organizational skills.

• High level of discretion and professionalism when handling sensitive information.

Experience

• Minimum of 2 years of experience in a quality assurance or call monitoring role within a call center environment.

• Familiarity with remote call monitoring tools and virtual work environments preferred.

• Previous experience in customer service, call center operations, or BPO industry is a plus.

Working Hours

• Full-time, 40 hours per week.

• Flexible shifts available to accommodate multiple time zones.

• Must be available for periodic team meetings and calibration sessions.

Knowledge, Skills, and Abilities

• In-depth knowledge of QA evaluation processes and call center KPIs.

• Ability to handle multiple tasks and meet tight deadlines in a fast-paced environment.

• Tech-savvy with the ability to adapt to new tools and platforms.

• Analytical mindset with the ability to identify trends and offer data-driven solutions.

• Self-motivated and able to work independently with minimal supervision.

Benefits

• Competitive salary with performance-based incentives.

• 100% remote work – enjoy work-life balance from the comfort of your home.

• Comprehensive health, dental, and vision insurance.

• Paid time off (PTO) and company holidays.

• Opportunities for professional growth and skill development.

• Supportive and inclusive team culture.

• Ongoing training and access to the latest QA tools and methodologies.

Why Join Progressive Technology?

At Progressive Technology, we believe in empowering our people to grow, thrive, and make an impact from anywhere. As a forward-thinking company focused on innovation and quality, we foster a culture of transparency, respect, and continuous learning. You will be part of a collaborative and supportive team that values your contributions and encourages you to excel in your role. Join us in shaping exceptional customer experiences and elevating service standards in the digital age.

How to Apply

To apply for this exciting opportunity, please submit your updated resume and a brief cover letter outlining your relevant experience and why you are a great fit for this role.