Qa Agent

Purpose of the Role :

As a Quality Assurance Agent, your mission is to protect and elevate every customer experience, ensuring every interaction reflects the care, trust, and excellence we promise. You will be the guardian of our standards, the coach who helps agents shine, and the voice that champions both our customers and our people. By listening deeply, noticing the little things, and guiding others with empathy and precision, you will help us turn good service into unforgettable service.

Role Summary

The QA Agent is responsible for monitoring and evaluating calls, providing constructive feedback, and ensuring compliance with regulatory and company standards.

This role requires exceptional listening skills, sharp analytical ability, and a balance of objectivity with empathy. You will be expected to identify areas for improvement, recognise excellence when you hear it, and coach agents to consistently deliver outstanding service.

Success in this role means becoming both the guardian of our quality standards and a trusted partner in agent development, ensuring that every customer is left with an experience they can trust and remember.

Benefits :

A role where you directly impact customer satisfaction and company reputation.

A collaborative, supportive team culture that values integrity and excellence.

Opportunities to grow within a fast-paced, performance-driven environment.

Ongoing training, tools, and development to keep you at the top of your game.

Key Responsibilities

Evaluating calls to ensure compliance with company standards and providing constructive feedback to agents to improve performance.

Identifying and correcting errors across multiple assessments, ensuring high-quality standards are consistently met.

Documenting and reporting on the quality of service, products, and customer interactions, and escalating any issues that need attention.

Developing and implementing standards for assessing call quality and customer service to drive continuous improvement.

Providing coaching and training support to agents by identifying performance gaps and helping them improve.

Monitoring trends in customer interactions, providing insights into areas of improvement, and recommending actionable solutions.

Collaborating with team leaders to address performance issues and implement corrective actions where necessary.

Ensuring adherence to compliance, legal, and regulatory requirements during all assessments.

Generating reports and analysis on individual and team performance, highlighting successes and areas for growth.

Acting as a subject matter expert on call quality and best practices, sharing knowledge and providing guidance to the team.

Continuously reviewing and updating assessment cr

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