Quality Assurance Officer (Call Centre)

About the role

The Quality Assurance Officer will ensure adherence to Standard Operating Procedures, identify process gaps and implement mitigation plans to enhance customer outcomes within a call centre environment.

Key responsibilities

• Oversee day‑to‑day activities of the QA department.
• Establish and continuously improve operations management and performance monitoring structures in consultation with stakeholders.
• Compile, track and resolve customer issues, questions and complaints in a timely manner.
• Monitor team productivity and plan improvement initiatives.
• Observe call quality, employee demeanor, technical accuracy and compliance with company policies.
• Review call data to monitor customer experience and related statistics.
• Regularly review SLAs and TATs, recommending corrective actions.
• Ensure captured data meets quality standards and set appropriate metrics, analytics and reporting frameworks.
• Provide relevant reports to stakeholders and promote a culture of customer care, professionalism, agility and innovation.
• Keep department personnel informed on products, services, customer needs and company issues.

Required profile

• Attention to detail.
• Strong analytical skills to identify root causes and recommend improvements.
• Effective verbal and written communication.
• Problem‑solving ability to implement effective resolutions.
• Commitment to high quality standards and continuous improvement.
• Teamwork orientation and ability to collaborate across departments.
• Excellent time‑management and organizational skills.
• Adaptability to changing priorities and procedures.

Required skills