Call Center Quality Control (QC) at Dial Afrika

Position Overview:

• As the Call Center Quality Control (QC) Specialist, you will be responsible for monitoring and evaluating the quality of calls handled by our call center agents. You will ensure that our agents consistently deliver outstanding service to our clients and maintain high standards of professionalism and efficiency. This role requires a meticulous attention to detail, excellent communication skills, and a passion for delivering exceptional customer experiences.

Key Responsibilities:

• Monitor and evaluate inbound and outbound calls handled by call center agents to assess quality and adherence to company standards.
• Develop and implement quality control processes and procedures to improve the overall performance of the call center.
• Provide feedback and coaching to call center agents based on quality assessments, identifying areas for improvement and providing guidance for skill development.
• Conduct regular audits of call center operations, identifying trends, patterns, and areas of concern, and recommending corrective actions as needed.
• Collaborate with call center managers and supervisors to develop and implement training programs and initiatives to enhance agent performance and customer satisfaction.
• Maintain accurate records of quality control assessments, findings, and recommendations, and prepare reports for management review.
• Stay updated on industry best practices, emerging trends, and new technologies in call center quality control and customer service.

Qualifications and Skills:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Proven experience in a call center quality control role, preferably in the hospitality industry or a B2B company.
• Excellent communication skills, with fluency in French, German, and English (written and spoken).
• Strong attention to detail and analytical skills, with the ability to identify trends, patterns, and areas for improvement.
• Experience developing and implementing quality control processes and procedures.
• Ability to provide constructive feedback and coaching to call center agents to improve performance.
• Proficiency in call center technologies and software, including call monitoring and recording systems.
• Excellent organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
• Customer-focused mindset with a passion for delivering exceptional service and exceeding customer expectations.