Job Description

The Quality Assurance (QA) Agent is responsible for monitoring, evaluating and improving the quality of customer interactions within the contact centre. The role ensures that agents adhere to scripts, processes and compliance requirements while maintaining high levels of professionalism, accuracy, and customer satisfaction. The QA Agent provides actionable feedback, identifies coaching opportunities and contributes to continuous improvement of service delivery and operational performance.

Key Performance Indicators:

Quality Monitoring & Evaluation

Monitor inbound and outbound customer interactions (calls, emails) to assess performance against defined quality standards. Evaluate agent performance based on accuracy, professionalism, empathy, compliance, and resolution effectiveness. Identify behavioral or procedural gaps and provide detailed report to team leaders and management. Conduct side-by-side monitoring and calibration sessions with team leaders to ensure scoring consistency.

Feedback & Coaching Support

Provide constructive feedback and recommendations to improve agent performance and customer experience. Support team leaders during performance reviews by supplying QA insights and trend data. Assist in developing targeted coaching plans to address recurring performance or compliance issues.

Reporting & Analysis

Track key quality metrics (e.g., QA score averages, compliance adherence, customer sentiment).

Process & Compliance

Ensure all customer interactions comply with company policies, scripts, and regulatory guidelines e.g. POPIA, etc. Participate in quality calibration sessions to maintain consistent evaluation standards.

Required Knowledge, skills and abilities

Matric Certificate / Diploma in Communications or similar will be advantageous 1-2 years' experience in a similar role Previous experience within Telco/Fibre - preferred * Have worked in a BPO - preferred