Quality Assurance (QA) Agent

About the role

The Quality Assurance (QA) Agent monitors inbound and outbound customer interactions to ensure agents meet performance standards and comply with company policies. You will provide constructive feedback, track performance trends, and work with leadership to improve training and development.

Key responsibilities

• Evaluate calls, chats, and emails for adherence to guidelines, compliance, and best practices.
• Apply standardized scoring criteria to assess communication, script adherence, professionalism, and problem‑solving.
• Deliver detailed, constructive feedback and coaching to agents.
• Identify trends and recurring issues, recommending corrective actions and training enhancements.
• Prepare regular QA reports summarizing insights, improvement areas, and progress metrics.
• Support training sessions, workshops, and calibration meetings.
• Maintain accurate documentation of evaluations and feedback in line with compliance requirements.
• Collaborate with Operations, Training, and HR to align quality goals with company objectives.

Required profile

• Matric Clear ITC and Crim.
• 1–2 years experience in a QA role within a sales or financial services call‑center environment.
• Strong attention to detail and excellent communication skills.
• Ability to deliver feedback in a positive, motivating manner.
• Familiarity with BPO industry standards and compliance regulations.

Required skills

What we offer

• Opportunity to influence service quality and agent performance.
• Collaborative environment with cross‑functional teams.
• Professional development through training and coaching activities.