The Quality Assurance and Reporting Officer plays a key role in maintaining high standards of customer service by evaluating agent interactions, identifying performance gaps, and ensuring data-driven improvements. This role is also responsible for preparing accurate and timely reports to support operational efficiency and enhance customer experience within the Customer Care Department.
Quality Assurance Duties
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Monitor inbound and outbound customer interactions (calls, chats, tickets) for quality and compliance with service standards
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Conduct regular evaluations of customer service interactions to ensure adherence to scripts and service level agreements (SLAs)
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Provide constructive feedback, coaching, and performance improvement suggestions to customer service representatives.
- Assist in the development and revision of quality assurance frameworks, evaluation forms and scoring metrics.
Reporting & Data Analysis Duties
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Generate daily, weekly and monthly reports on customer service metrics.
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Analyze patterns in customer complaints, agent performance, and overall service quality
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Create dashboards and visual presentations to communicate findings to management.
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Provide actionable insights from reports to improve service delivery and customer satisfaction
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Ensure accurate and consistent data collection from CRM and call center platforms.
Qualifications
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Bachelor’s degree in Business Administration, Information Technology, Communications, or a related field.
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Minimum of 2–3 years of experience in a quality assurance or reporting role within a customer service environment (preferably in an ISP or telecom company)
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Proficiency in Microsoft Excel and other data analysis tools.
- Familiarity with CRM and call center systems.
- Strong analytical thinking and attention to detail.
- Excellent communication, coaching and interpersonal skills.
- Familiarity of QA standards
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Experience in customer satisfaction measurement tools and surveys
