Quality Assessor - South Africa
Core
Assess call centre interactions (calls, email, chat) to enhance customer experience, produce reports on customer journey trends, and drive continuous improvement in compliance and processes.
Role type
Quality Assurance Specialist (Customer Experience)
Builds
Customer experience reports, quality feedback loops, and process improvement initiatives for call centre operations.
Domain
Business Process Outsourcing (BPO) / Customer Service
Deliverable
dashboards & analysis
Required skills
Analytical skills, attention to detail, coaching and feedback, conflict management, customer care process knowledge, MS Word/Excel proficiency, RCA (Root Cause Analysis), calibration execution
Preferred skills
Lean Six Sigma certification (Yellow/Green Belt), Insurance industry experience
Technologies
Call centre systems, MS Office suite
Responsibilities
Conduct daily quality audits, provide feedback to agents on defects, perform customer repeat analysis, complete monthly sampling targets, create weekly error analysis/RCA reports, assist in identifying training needs for operations associates, attend quality trainings, participate in calibration exercises.
Seniority
Mid-level IC (2+ years experience)
