Quality Assurance (QA)

CallForce; Sandton; On-site; ZAR 180,000 - 240,000; Full time

Job summary

CallForce in Sandton, South Africa, is seeking a Quality Assurance Agent responsible for monitoring inbound and outbound customer interactions. You'll ensure agents meet performance standards and identify areas for improvement.

This role requires excellent communication skills and a minimum of 1–2 years in a quality assurance role, preferably in a SALES or financial services environment. Join us to help enhance our customer service quality.

Qualifications

• Minimum 1–2 years in a quality assurance role within a SALES or financial services call center environment.
• Clear ITC and Crim checks.

Responsibilities

• Monitor customer interactions to ensure compliance with guidelines.
• Provide detailed feedback to agents based on evaluations.
• Prepare regular reports summarizing QA findings.

Skills

Strong attention to detail

Excellent communication skills

Ability to give constructive feedback

Familiarity with BPO industry standards

Education

Matric

Job description

The Quality Assurance (QA) Agent is responsible for monitoring and assessing the quality of inbound and outbound customer interactions. This role ensures that agents meet performance standards and comply with company policies, while identifying areas for improvement. The QA Agent will deliver constructive feedback to agents, track performance trends, and collaborate with leadership to refine training and development efforts.

Key Responsibilities

• Monitor Customer Interactions: Evaluate calls, chats, and emails to ensure customer service agents follow company guidelines, compliance requirements, and best practices.
• Quality Scoring: Apply standardized evaluation criteria to assess agent performance on factors like communication skills, adherence to scripts, professionalism, and problem-solving abilities.
• Feedback and Coaching: Provide detailed and constructive feedback to agents based on evaluation findings on the calls. Support agents in understanding quality expectations and enhancing their customer interaction skills.
• Process Improvement: Identify trends, recurring issues, and areas for improvement in service delivery. Work with team leaders /CM to implement corrective actions and refine training programs.
• Reporting: Prepare regular reports on QA findings, summarizing key insights, improvement areas, and progress metrics. Present findings to management as required.
• Training Support: Assist in training sessions, workshops, and calibration meetings to ensure agents are well-versed in quality standards and practices.
• Compliance and Documentation: Ensure all quality evaluations and feedback are accurately documented. Maintain records in line with company standards and industry compliance requirements.
• Collaboration: Collaborate with Operations, Training, and HR departments to align quality goals with company objectives.

Qualifications

• Education: Matric
• Clear ITC and Crim
• Experience: Minimum 1–2 years in a quality assurance role within a SALES or financial services call center environment.
• Skills:
  • Strong attention to detail
  • Excellent communication and interpersonal abilities.
  • Ability to deliver constructive feedback in a positive, motivating manner.
  • Familiarity with BPO industry standards and compliance regulations.

Key Competencies

• Analytical Thinking: Ability to interpret data, identify trends, and make sound decisions.
• Customer-Centric Mindset: Focus on the customer experience and quality of service delivery.
• Adaptability: Ability to thrive in a dynamic, fast-paced environment.
• Problem Solving: Proactive in identifying areas for improvement and implementing solutions.