Officer - Quality Assurance

• Monitor the effectiveness and quality of incoming calls and Chats.
• Determine weaknesses in performance and establish solutions to improve
• Ensure compliance with the company's quality systems.
• Identify process improvement opportunities.
• Generate and maintain feedback and coaching documentation. /Provides feedback to call center team leaders and managers.
• Offer daily feedback via verbal & written communication.
• Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of call centers.
• Ability to work and complete projects without supervision, self-motivated.
• Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.
• Prepare the Daily, weekly, and monthly Quality reports

Roles

• The Quality Officer is responsible for checking the quality of calls and chats, giving feedback to improve agent performance, and making sure all work follows company standards. This role also helps with reporting and supports the team in delivering better customer service.

• Bachelor’s Degree
• Previous experience in a customer support role
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multitask, set priorities and manage time effectively