Job Description

The quality assurance officer samples live call for quality checks, to ensure that operators handle calls in line within the desired standards, log them accurately, provide the standardized feedback availed by the activity teams and notify the team leaders on urgent or highly sensitive issues.
•Perform quality assurance by live monitoring an average of 60–80 calls daily, ensuring coverage across all call center operators, with particular emphasis on those who require additional support.
•Listen to randomly selected call recordings, prioritizing operators or cases that require closer attention to detail and compliance.
•Evaluate, grade, and log operator performance on Odoo, systematically flagging any alarming behaviors or deviations from standards.
•Provide comprehensive weekly and monthly quality assurance reports to the Call Center Manager, supporting operator performance assessments and overall service improvement.
•Regularly analyze call data to identify recurring issues, caller’s challenges, or systemic gaps, and provide recommendations to management for process improvements.
•Escalate immediately any concerning behaviors, inappropriate responses, or critical actions to the Call Center Manager for prompt intervention.
•Recommend and document standardized responses for frequently asked questions, creating a dynamic knowledge base that operators can reference and update regularly.
•Verify that information shared during live calls is accurate, consistent, and promptly flag and correct any misinformation on the spot.
•Draft and document call center SOPs.
•Deliver targeted coaching sessions for operators whose performance requires improvement, addressing recurring quality assurance concerns with clear, actionable guidance.
Best Practices:
• Collaborate in the design, preparation, and delivery of tailored training and refresher sessions, guided by continuous quality assurance insights, to enhance operator competencies, reinforce service consistency, and ensure adherence to established phone protocols.
Required Experiences & Competencies:
•Quality Assurance Expertise: Proven experience in developing and implementing quality assurance programs within a call center environment.
•Feedback and Coaching: Experience in providing constructive feedback to call center operators and implementing coaching programs to improve performance.
•Documentation Skills: Strong documentation skills to maintain records of quality assurance evaluations, feedback, and improvement plans.
•Communication Skills: Effective communication skills to convey quality standards, expectations, and improvement strategies to call center agents and management.
•Attention to Detail: Strong attention to detail to identify nuances in caller interactions and ensure accuracy in compliance and quality assessments.
•Technology Proficiency: Familiarity with quality assurance tools and technologies used in call center operations.
•Reporting Skills: Ability to generate and present comprehensive reports on quality assurance performance in call center management.
Desired Experiences and Competencies
•Compliance Knowledge: Familiarity with relevant regulations and compliance standards related to social affairs to ensure adherence during caller interactions.
•User/Customer Focus: Understanding the unique challenges and requirements related to social affairs and ensuring that caller interactions align with the ministry's goals and values.

Educational Requirements:
•Secondary degree (or equivalent) with a minimum of 5 years of relevant work experience.
•Prior experience working as an operator is highly desirable.
•Familiarity with MoSA Programmes will be considered a strong asset

Skills Required

• Ability to handle responsibilities