Quality Assurance Officer

About the role

The Quality Assurance Officer ensures that every interaction between agents and clients meets the company’s high standards of service, compliance, and professionalism. This role monitors calls, manages leads, handles feedback, and drives continuous improvement in customer satisfaction.

Key responsibilities

• Conduct daily random quality checks on agent‑client calls to verify compliance with standards and regulations.
• Review discarded leads, confirm client disinterest, and reassign qualified opportunities as directed by senior leadership.
• Perform Net Promoter Score (NPS) calls, record feedback in the CRM, and analyse results for management reporting.
• Oversee Google reviews and other client feedback platforms, respond professionally, and ensure follow‑up actions.
• Execute custom call quality checks on specific campaigns or agents when requested.
• Handle all client complaints, resolve issues within 24 hours, and maintain detailed incident reports.
• Generate comprehensive QA reports covering call performance, NPS trends, lead handling efficiency, and feedback analysis.
• Collaborate with sales, customer service, and management teams to enforce procedures and improve interaction quality.
• Assist in training new agents based on monitoring insights.

Required profile

• 1–2 years of experience in quality assurance within a customer service or sales environment.
• Proven ability to conduct professional calls, manage campaigns, and handle customer feedback.

Required skills

• Strong English verbal communication skills.