Quality Assessor

SUMMARY:
An exciting opportunity has opened up for a driven and detail-oriented Quality Assessor to join a thriving contact centre operation.

POSITION INFO:

Are you passionate about delivering exceptional customer experiences and driving quality in a dynamic contact centre environment?

An exciting opportunity has opened up for a driven and detail-oriented Quality Assessor to join a thriving contact centre operation. Our client is looking for an individual who brings not only technical expertise but a passion for continuous improvement and a commitment to excellence.

The successful candidate will play a key role in leading the Quality and Customer Experience function, ensuring that service delivery consistently meets and exceeds expectations. From coaching and calibrating to root cause analysis and stakeholder engagement, this role is central to building a culture of quality and accountability.

Key Skills & Responsibilities:

• Strong leadership skills with experience managing or supporting quality assurance teams
• Solid understanding of customer experience metrics and best practices
• Ability to train and develop new and existing Quality Assurers and Team Managers
• Experience in delivering quality through collaboration with internal teams and client stakeholders
• Confident in conducting calibrations and driving consistency across teams
• Analytical mindset with experience in reporting and interpreting quality results
• Skilled in identifying performance gaps and implementing measurable action plans
• Effective communicator with a proactive approach to continuous improvement initiatives

EE Disclaimer:
All positions will be filled in accordance with the company''s Employment Equity plan. We encourage people with disabilities to apply.

Application Unsuccessful Disclaimer:
If you do not receive feedback within two weeks of your application, please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.

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