Quality Analyst (Inbound Call Centre)

Job title: Quality Analyst (Inbound Call Centre)

Job Location: Gauteng, Pretoria

Deadline: April 06, 2025

Job purpose:

• Responsible for monitoring calls and email responses to assess agent’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures to ultimately improve quality of performance in the contact center (“Hearing Hub”).

Minimum applicable experience (years):

• 5 years

Required nature of experience:

• Quality Assurance in a call centre
• Training facilitation

Skills and Knowledge (Desirable):

• Quality Assurance - analysis and interpretation of calls and text-based communication methods