Quality Assurance Monitor

About the role

UnifyCX is expanding its operations in South Africa and seeks a Quality Assurance Monitor to ensure high‑quality customer interactions. You will evaluate call center performance, provide feedback, and help drive continuous improvement.

Key responsibilities

• Conduct regular and random call monitoring to verify compliance with quality standards.
• Assess agent performance using metrics such as communication, problem resolution, and compliance.
• Deliver constructive feedback and coaching, and develop performance improvement plans.
• Compile and analyse quality data, prepare detailed reports, and present recommendations to management.
• Ensure all activities meet company policies, industry regulations, and legal requirements.
• Assist in creating and delivering training programs for new and existing agents.
• Analyse customer feedback and work with management to implement experience enhancements.

Required profile

• High school diploma or equivalent; associate’s or bachelor’s degree in business, communications, or related field preferred.
• Previous call‑center experience with a solid understanding of operations and performance metrics.
• Experience in a quality assurance or monitoring role is a plus.
• Strong analytical, communication, and organizational abilities.

Required skills

• Proficiency with call center software
• Experience using quality monitoring tools

What we offer

• Opportunity to be a pioneer at a new location
• Collaborative and ambitious team environment