Call Centre Quality Assurance

Key Responsibilities
Monitor and evaluate inbound and outbound calls for quality, accuracy, and compliance
Conduct quality assessments for 60-70 call centre agents
Compile, analyse, and maintain detailed QA reports and scorecards
Identify performance trends, risks, and training gaps
Provide professional, constructive feedback and coaching
Assist with onboarding, refresher training, and basic skills development
Collaborate with team leaders and management to improve performance
Ensure adherence to quality standards, scripts, and procedures
Desired Skills and Experience
Call monitoring and quality evaluation
Call centre compliance and regulatory awareness
Performance analysis and reporting
Coaching, mentoring, and feedback delivery
Training facilitation and onboarding support
Data interpretation and trend analysis
Attention to detail and accuracy
Strong communication and interpersonal skills
Time management and workload prioritisation...