Quality Assurance

The Role

We are seeking a detail-oriented and customer-focused individual to join our team as a Quality Assurance and Complaints Handling Specialist. In this role, you will be responsible for ensuring the quality and efficiency of the Operations Centre while effectively handling customer complaints and feedback.

Day To Day

• Evaluate and monitor interactions, including phone calls, emails, and tasks, to ensure quality service delivery and adherence to established protocols.
• Carry out enhanced Operational checks on performance, adherence and productivity that will allow us to proactively identify areas for improvement and innovation.
• Develop and implement quality assurance protocols and performance metrics to assess the Centre performance and identify areas for improvement.
• Conduct regular audits of Centre processes and customer interactions to identify gaps and develop strategies for enhancement.
• Handle escal...