Customer Experience Quality Assurance Officer

About the role

The Customer Experience Quality Assurance Officer will ensure the delivery of high‑quality service across the call centre. Reporting to the manager, the officer will design, implement and oversee quality assurance programmes that raise agent performance and compliance with regulatory standards.

Key responsibilities

• Conduct regular evaluations of calls, emails, chats and other customer interactions to assess agent performance.
• Monitor collection calls for regulatory compliance, company policy adherence and best‑practice standards.
• Track performance metrics, script adherence and negotiation effectiveness to improve collection efficiency.
• Provide timely, constructive feedback to agents and facilitate calibration sessions.
• Analyse monitoring data to identify trends, customer satisfaction issues and compliance gaps.
• Perform daily KYC checks and relay findings to the support team.
• Develop and maintain protocols for handling escalated customer issues.
• Identify training needs, create materials and support continuous learning for agents.
• Ensure all calls are recorded, archived and retrievable as required.

Required profile

• Proven experience in quality assurance within a call‑centre environment.
• Strong background in PAYGO collection and regulatory compliance.
• Excellent customer service, leadership and interpersonal skills.
• Experience with call‑centre training and performance coaching is an advantage.

Required skills