, you will play a key role in ensuring high standards of customer service and compliance across all inbound and outbound call activities. You'll work closely with team leads, quality managers, and call centre agents to review performance, give constructive feedback, and support overall call quality improvement.
Key Responsibilities
Monitor and evaluate recorded and live calls to ensure quality standards are met
Provide feedback to agents on communication, compliance, and customer experience
Assist with training new agents on quality expectations and call guidelines
Help maintain up-to-date documentation on quality procedures and performance metrics
Collaborate with the quality assurance team to identify trends, issues, and areas for improvement
Support the implementation of quality improvement initiatives
Ensure agents are consistently representing client brands in a professional manner
What We're Looking For
Excellent listening and attention to detail
Strong written and verbal communication skills
Ability to provide feedback in a supportive, constructive way
Interest in quality assurance, customer service, or operations
Proficient with basic computer systems and call centre technology
No prior experience needed -- full training provided
What We Offer
Comprehensive training and clear progression pathways
Supportive team environment and hands-on mentorship
Regular performance reviews and skill development opportunities
Exposure to top-tier client campaigns and customer service standards
Join our team and play an essential role in shaping outstanding customer interactions. Apply now to start your journey in quality support and marketing excellence!