3. KNOWLEDGE & EXPERIENCE

• Extensive understanding of Call Centre operations, including inbound and outbound call handling, escalation procedures, complaint resolution, and customer satisfaction metrics.
  

• Demonstrated experience in Quality Assurance methodologies, including performance monitoring, audits, and implementation of continuous process improvement strategies.
  

• Strong background in analyzing call metrics and quality trends, with the ability to synthesize data into actionable insights that support operational excellence.
  

• Working knowledge of standard operating procedures (SOPs) and service-level agreements (SLAs), with experience in ensuring departmental compliance and adherence to these frameworks.
  

• Experience in stakeholder engagement and interdepartmental coordination, particularly in relaying QA findings, training needs, and recommendations to improve team performance.
  

• Hands-on exposure to data reporting and performance dashboards, including development and dissemination of regular QA reports to leadership and support functions.
  

• Familiarity with CRM platforms and call centre technologies, including call recording systems, ticketing tools, and analytics platforms to support quality control activities.
  

• Proven ability to support training and coaching initiatives, ensuring alignment between QA outcomes, customer expectations, and business goals
  

4. QUALIFICATIONS

• A bachelor's degree in relevant fields such as Business Administration, Management, Communications, statistics, or a related discipline
  

• Prior experience in a call centre environment, preferably in a quality assurance or customer service role. Experience with quality monitoring, auditing, or process improvement initiatives is often preferred.
  

• Familiarity with call centre processes, procedures, and technologies. Understanding of call centre metrics, KPIs, and quality assurance standards.
  

• Oversee the day-to-day activities of the department.
  

• In consultation with the relevant stakeholders, establish & constantly improve the department operations management & performance monitoring structures.
  

• Compile, track & ensure that all customers issues, questions & complaints channeled through the department are resolved in a timely manner.
  

• Monitor productivity of the team & plan for improvement efforts
  

• Monitor service calls to observe quality assurance, employee demeanor, technical accuracy & conformity to company policies.
  

• Review of call data to monitor customer experience & related statistics.
  

• Regularly review SLAS, TATS & recommend corrective actions.
  

• Ensure data captured meets the set quality standards.
  

• Set appropriate metrics, analytics & reporting framework. Provide relevant reports to stakeholders.
  

• Monitor & report on the productivity of the department staff.
  

• Propagate a culture of customer care, professionalism, agility & innovativeness.
  

• Promote goodwill & a positive image of the department.
  

• Ensure the department personnel are continuously aware & well informed on products, services, customer needs, & company related issues.