Call Centre Quality Assurance

Telecommunications Industry

Duties & Responsibilities

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 Experience & Qualification

• Matric (Grade 12) - essential
• Tertiary qualification in a related field (Call Centre Management, Business Administration, Customer Service, or similar)
• 3-5 years' experience in a call centre environment, with QA ...