Quality Assurance Officer

About the role

The Quality Assurance Officer is responsible for monitoring, evaluating, and improving the quality of customer interactions handled by Sales Advisors. This role ensures compliance with standards, drives continuous improvement, and supports advisors to achieve their performance targets.

Key responsibilities

• Lead the implementation and standardisation of quality processes, requirements and guidelines across the business unit.
• Monitor and evaluate inbound and outbound calls, SMS and email interactions of Sales Advisors to ensure compliance with established standards.
• Develop and implement quality and process‑improvement strategies in collaboration with other business units.
• Provide coaching, mentoring, training, 360‑degree feedback, and recognition programmes to empower Sales Advisors and help them meet their Key Result Areas.
• Conduct periodic performance reviews, analyse trends and assess internal and external factors, then devise strategies to boost productivity and service‑quality performance.

Required profile

• Bachelor’s degree in a related field.
• At least 1 year of experience with quality standard operating procedures.
• Understanding of account profitability analysis (APA) for clients.
• Familiarity with QA and customer‑experience frameworks, evaluation scorecards and compliance requirements.
• Experience with quality management systems and programmes.
• Strong communication and presentation abilities.

Required skills

• Proficiency with QA tools.
• Experience using reporting software.
• Knowledge of quality management systems.