Quality Assurance Monitor

About the role

UnifyCX is expanding its operations in South Africa and seeks a Quality Assurance Monitor to join the new location. You will evaluate call centre interactions, ensure compliance with standards, and help raise the overall quality of customer service.

Key responsibilities

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

Required profile

• High school diploma or equivalent; higher education in business, communications or related field preferred.
• Previous experience in a call‑centre environment with knowledge of operations and performance metrics.
• Experience in a quality‑assurance or monitoring role is advantageous.

Required skills

• Proficiency with call‑centre software and quality‑monitoring tools.
• Strong analytical, problem‑solving and organizational abilities.
• Excellent communication and interpersonal skills for delivering feedback.