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    Call Center Quality Specialist - Cape Town, South Africa - Mass Markets

    Mass Markets
    Mass Markets Cape Town, South Africa

    1 week ago

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    Description

    POSITION OVERVIEW

    MCI's goal is to establish a supportive environment to empower our agents and management team to be dedicated brand representatives for our clients. As a Quality Assurance Analyst, you will play a key role in coaching and developing customer service agents to enhance their performance. Additionally, you will listen to calls made by call center agents to ensure they adhere to the established procedures and standards.

    SALARY

    Salary will be commensurate with experience.

    POSITION RESPONSIBILITIES

    In this role, your focus will be on call monitoring, evaluation, and calibration scoring. Your insights and guidance will greatly contribute to enhancing our productivity. You will also provide training to agents and supervisors to maintain call quality standards. As a Quality Assurance Analyst, your responsibilities will include:

    • Assessing agents' calls based on set criteria and generating reports
    • Maintaining high-quality standards and meeting QA targets
    • Conducting investigations as needed and reporting findings
    • Offering online coaching and training feedback

    CANDIDATE QUALIFICATIONS

    We are looking for candidates who are eager to learn new processes and technologies, display positivity, drive, and professionalism when interacting with clients. The ideal candidate must possess experience in quality assurance management within a call center environment, excellent communication skills, and the ability to work collaboratively with other departments to enhance processes.

    PHYSICAL REQUIREMENTS

    This position is based in a professional office setting. While much of the work is sedentary, you will be required to use a computer and phone extensively. There may be occasional tasks that involve physical movement and lifting.

    CONDITIONS OF EMPLOYMENT

    • Authorized to work in the United States or Canada
    • Willingness to undergo background checks and drug screenings

    REASONABLE ACCOMMODATION

    We are committed to providing reasonable accommodations to qualified individuals with disabilities upon request, ensuring a supportive work environment for everyone.

    EQUAL OPPORTUNITY EMPLOYER

    At MCI and its subsidiaries, we value diversity and believe it enriches our workforce and company culture. Employment decisions are based on qualifications and merit, free from discrimination of any kind.

    ABOUT MCI (PARENT COMPANY)

    MCI specializes in offering innovative solutions to address CX and DX challenges, with a focus on enhancing customer experiences and optimizing performance. Through various services such as business process outsourcing and IT solutions, MCI supports companies in meeting their operational needs.

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