Monitor inbound and outbound calls, chats, and emails to evaluate agent performance and adherence to quality standards. Assess call quality based on key metrics such as accuracy, tone, empathy, policy compliance, and issue resolution. Provide constructive feedback, coaching, and recommendations to improve agent performance and overall service delivery. Provide training and ongoing support to team members on QA processes and best practices. Identify recurring issues, trends, and training needs within the Call Centre and report them to management. Prepare weekly and monthly QA reports highlighting performance trends, gaps, and recommended corrective actions. Support the rollout and maintenance of Call Centre quality policies, procedures, and best practices. Ensure compliance with company standards, data protection, and ethical guidelines. Perform any other duties as may be assigned by the company. How to Apply: All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section
