Quality Assurance Officer

Job

Summary
The Quality Assurance (QA) Officer ensures high customer service standards and efficient operations across the Contact Centre and all customer interaction points. The role involves monitoring service quality, reviewing customer feedback, ensuring adherence to business processes, and supporting continuous staff training and coaching to enhance customer satisfaction and overall service delivery

Roles and Responsibilities

1.
Quality Assurance and Compliance

· Evaluate the performance and compliance of contact center interactions (calls, emails, etc.) through rigorous and consistent quality auditing

· Conducting regular assessments of group-wide customer engagement to ensure all touchpoints align with the company's core customer experience standards

· Identify opportunities for process improvement and recommend actionable solutions to enhance service quality and customer satisfaction

· Collaborate with departments across the Group to address recurring issues, implement corrective actions, and improve customer journeys.

2.
Training, Coaching, and Staff Development

· Conduct Training Needs Assessments (TNA) to identify skill gaps within the Contact Centre team and other customer-engaging staff members.

· Facilitate onboarding and training sessions for new and existing staff on systems, customer service standards, and products.

· Provide one-on-one coaching and feedback sessions to improve communication, product knowledge, and problem-solving skills.

· Support agents in real-time by actively assisting them in responding to complex customer inquiries during live interactions.

· Conduct and analyze calibration outcomes to ensure consistency in agent quality evaluations, using the insights to refine evaluation tools, update training materials, and provide targeted feedback to agents.

3.
Operational Excellence and Process Improvement

· Actively monitor real-time adherence, call queues, and service level agreements (SLAs), making intra-day adjustments to staffing and schedules as needed.

· Identify and escalate operational bottlenecks that affect customer experience and propose practical solutions.

· Stay current on system updates, process changes, and customer engagement technologies to ensure effective and up-to-date service delivery.

· Review and maintain departmental Standard Operating Procedures (SOPs) to ensure they are current, practical, and compliant with ICEA LION and regulatory requirements.

· Partner with cross-functional teams to streamline workflows, eliminate inefficiencies, and enhance overall operational effectiveness.

· Conduct comprehensive analysis of customer feedback (NPS, CSAT) and interactions gathered from all touchpoints (calls, emails, surveys, social media, walk-ins) to identify systemic trends and patterns

4.
Reporting

&

Performance

Monitoring

· Analyze quality data to identify performance trends, knowledge gaps, procedural issues, and areas for improvement at both the individual and team levels.

· Prepare and distribute regular quality reports for management, highlighting key findings, trends, and recommendations.

· Provide in-depth analysis and commentary on performance, highlighting achievements, challenges, and recommendations.

· Track the impact and effectiveness of quality initiatives and processes changes over time.

Requirements

Technical Knowledge & Skills:

§ Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy

§ Familiarity with Contact Centre technologies, including CRM systems

§ Deep understanding of key Contact entre performance indicators (KPIs) and how they are measured

§ Deep understanding of QA frameworks

Behavioral

&

Interpersonal

Skills

· Excellent communication, presentation, and interpersonal skills

· Strong organizational and time management abilities, with attention to detail and accuracy.

· Ability to work effectively under pressure and manage multiple priorities.

· Strong customer relationship management (both internal and external).

· Demonstrated integrity, discretion, and professionalism when handling confidential information.

Leadership

&

Personal

Attributes

· Proven leadership and team coordination skills.

· High sense of accountability, compliance orientation, and commitment to service excellence.

· Analytical and problem-solving mindset with conceptual thinking ability.

· Dedication to continuous improvement and operational excellence.