Contact Center Quality Assurance & Learning Assessor - Malawi
Core
Assess customer service agents' interactions, conduct training and calibration, and analyze metrics to improve customer experience and operational efficiency.
Role type
Quality Assurance & Learning Assessor
Builds
Customer service quality standards, training content, and performance improvement plans
Domain
Customer service / Contact center
Deliverable
dashboards & analysis
Required skills
Call center quality assessment, training delivery, performance metrics analysis, process improvement, stakeholder collaboration, data analysis (Excel), presentation skills (PowerPoint)
Responsibilities
Evaluate agent calls and tickets against standards, conduct training and calibration sessions, analyze customer interaction metrics, develop training content based on needs assessment, identify operational risks and improvement areas, review and provide feedback on process policies
Seniority
Mid-level, hands-on IC
