Quality Assurance Manager

Key Responsibilities: Monitor and review inbound and outbound call recordings to assess service quality, accuracy, tone, and adherence to protocol. Identify patterns, gaps, and training needs based on call audits and client feedback. Develop quality checklists and scoring systems for call evaluations. Report findings and trends to the Training & Development team with actionable recommendations. Collaborate with call center supervisors to implement quality improvement initiatives. Provide feedback and coaching to agents where necessary, in collaboration with team leads. Assist in developing scripts, FAQs, and best practice guides based on recurring issues or client needs. Maintain documentation of quality reviews and track agent progress over time. Requirements: Experience in a call center quality assurance or training role, preferably in a high-pressure or emergency response environment. Strong understanding of customer service principles and escalation protocols. Excellent listening, analytical, and communication skills. Detail-oriented with the ability to identify service gaps and improvement opportunities. Proficient in Microsoft Office Suite; experience with call center monitoring software is an advantage. Ability to work independently and maintain confidentiality.

Location: Northern Cape, ZA

Posted Date: 5/1/2025