Call Center Quality Assurance Analyst at 4G Capital

The Incumbent will undertake designing of quality standards of calls at the call center, monitoring of both Inbound and outbound calls and email responses to assess technical accuracy, customer service performance and conformity to the relevant company policies and procedures. The office bearer will support in developing, creating and implementing the call center quality processes and procedures, as well as making recommendation on areas of improvement. The role combines understanding of customer needs, strategic vision, and commercial acumen and market trends. The role requires close collaboration with all parts of 4GC.

Roles & Responsibilities

• Participate in designing of call monitoring and quality standards.
• Monitoring of calls made, both inbound and outbound and providing data on call center management.
• Use quality monitoring data management system and track employee performance at both team and individual level
• Monitoring of customer care email responses.
• Participate in customer listening programs to identify customer needs.
• Provide relevant information to internal support groups when required.
• Coordination of call calibration sessions for call center staff.
• Provide relevant feedback to call center team leaders and managers.
• Prepares and conduct analysis of internal and external quality reports for management review.
• Perform other duties as assigned.

Required Skills for a Quality Assurance Analyst

• Bachelor’s degree or equivalent combination of education and experience
• Must have at least 2 years’ relevant experience in a Call Center collection environment.
• Excellent verbal, written and interpersonal communication skills
• Excellent customer service skills.
• Exceptional Listening skills
• Good analytical ability and numerical skills
• Ability to work both on own initiative and as part of a team in a high-pressure environment while adhering to deadlines.
• Have a high sense of accuracy and attention to details.