We’re looking for a QA Officer to boost our revenue growth and profitability. RESPONSIBILITIES: The following are the duties you’ll be responsible for: Call monitoring to ensure agents are interacting with customers in accordance to company guidelines while solving the client’s needs; Agent engagement through conducting training, coaching and mentorship programs so agents fully understand the QA metrics; Assist in the preparation of QA documents and distribution to call center agents; Conducting call audits to determine areas of improvement and monitoring agents performance as per the QA metrics; Conduct comprehensive deep-checks analyses on evaluated sales interactions to uncover recurring performance gaps, identify coaching opportunities, and generate insights that drive continuous quality and sales improvement; Plan and schedule QA training, one on one coaching and calibration sessions; Assess agents monthly performance by working closely under the supervision of the QA manager; Improving overall call center efficiency through constant improvement of agent’s behaviors, sales performance and customer experience through training; Compliance monitoring ranging from agents’ communication skills, following scripts, problem-solving ability, sales skills and ensuring customer retention; Attend and actively participate in QA meetings; Provide weekly reports to the QA Manager on calls audits and recommendations on areas of improvement. REQUIREMENTS: We believe that you’ll succeed better if you possess the following: 2 years and above experience as a QA in a busy outbound call center; Proficiency in Excel, G-suite, emailing and powerpoint presentation; Excellent data collection and analysis skills; Excellent interpersonal skills; Degree or diploma in any field. BENEFITS: We generally offer a vibrant culture, great work ambiance, and a super-intelligent workforce in a fun working environment to harness the power of innovation. We care a lot about our employees. It’s important that to work efficiently, you need to stay in favorable working conditions. That’s why we offer you the following benefits: Performance-based bonuses: on top of your basic salary, you can earn monthly bonuses tied to your results and quality of work; Flexible work arrangements: options for remote work during the week to support work-life balance; Professional development: opportunities to grow your skills, gain certifications, and advance into a more senior position; Employee recognition programs: awards, public recognition, or sponsored personal trips for outstanding contributions; Tools & training support: access to QA tools to help you excel in your role; Wellness support: programs to support focus and wellbeing in a detail-oriented role.
