Calltronix Contact & Training Centre is a business communication and collaboration process automation company that utilizes the latest technologies and best industry practices to improve productivity, efficiency, and accountability within organizations. We are seeking a detail-oriented and experienced Quality Assurance (QA) Officer to ensure compliance with quality standards across all our campaigns.
The QA Officer will be responsible for understanding, documenting, and monitoring quality standards, conducting performance audits, analyzing call failures, and driving quality improvement initiatives to optimize customer service delivery.
Key Responsibilities
Compliance and Monitoring: Understand, document, and monitor compliance with quality standards across all relevant campaigns. Analyze the structure and ideal flow of calls, including expected behaviors and service outcomes.
Auditing: Audit randomly selected and targeted calls to evaluate alignment with service protocols and campaign expectations.
Feedback and Coaching: Assess call strengths and weaknesses and provide structured feedback to Account Managers and the Learning & Development (L&D) team. Recommend refresher trainings for agents who consistently fail to meet QA standards.
Root Cause Analysis: Conduct in-depth analysis of repeated call failures, hotlists, invalid interactions, and customer complaints; perform root cause analysis and propose long-term corrective actions.
Data and Reporting: Document all audits, evaluations, and insights accurately in QA platforms, ensuring data integrity and availability for reporting. Maintain and update QA dashboards and collaborate with MIS/WFM teams to automate performance tracking and reporting.
Calibration Sessions: Organize and facilitate QA calibration sessions with CSEs and AMS to ensure consistent standards and interpretations. Participate in client-side QA calibration reviews to align internal and external expectations.
Knowledge Base Contribution: Contribute to knowledge base development by flagging frequently misunderstood procedures, customer objections, or compliance errors.
Personalized Development: Collaborate with HR, L&D, and Service Delivery on creating personalized growth and coaching plans for underperforming CSEs.
Quality Improvement: Develop and implement quality improvement plans based on KPI outcomes, audit findings, and campaign feedback.
Requirements and Qualifications
Experience: Minimum of 2 years of experience in quality assurance, customer service, or a related operational role within a contact center environment.
Education: Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.
Skills & Competencies:
Excellent verbal and written communication skills.
Proficiency in QA systems, CRM platforms, and audit tools.
Strong analytical and problem-solving abilities.
Exceptional attention to detail and organizational skills.
Ability to work independently and manage time effectively.
High degree of professionalism, discretion, and integrity.
How to Apply
Interested and qualified candidates should apply online by visiting the official application link on Calltronix: Apply Here.
