Quality Assurance Agent

October 4, 2023
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Job Description

Key workers and frontline staff responsible for first-contact business operations primarily in the core business function areas with specific sole tasks as per job description (JD). This classification of Job Type (s) in the Operations/Support Business Unit is exclusively accountable for their core functions and report directly to staff classified under Production Leadership.

The Quality Assurance Agent (QAA) will be responsible for assessing the quality of the performance of our call center associates. The QA will monitor inbound and outbound calls to assess associates customer service performance, demeanor, technical accuracy and conformity to company policies and procedures.

Role and Responsibilities

  • Meeting Quality Evaluation targets – ensure that you are able to meet and exceed set monthly Quality Evaluation targets as set by the Quality Assurance Manager.
  • Effectively analyse and report data to assist with management reporting
  • Liaise with the QA Manager to recommend changes to policies and procedures to improve the level of productivity and the performance of business
  • Assist management to identify problems or enhancements that can be made to existing business operations and systems and to assist in the development of acceptable solutions
  • Verify telemarketing calls by measuring skills with the use of scripts, product knowledge, sales and service ability.
  • Provide feedback to telemarketers by monitoring calls.
  • Provide detailed, insightful, and constructive feedback on evaluations.
  • Enter daily quality assurance (QA) data into Excel spreadsheets in order to track scores and trends and provide monthly QA reports.

Qualifications and Education Requirements

  • High School Diploma or equivalent
  • Past experience working in a call-centre environment is desirable but not necessary

Preferred Skills

  • Knowledge of Call Centre Sales Telephone etiquette or equivalent
  • Proficient in Microsoft Office especially Word & Excel
  • Attention to detail with excellent written and oral communication skills.
  • Ability to work autonomously as well as part of a team.
  • Analytical thinking, Team Player, Resilient planning, organizing and reporting skills