At Smollan, we’re on an evolutionary journey where we’re shifting our story. We’re looking for truly unique people who believe in fostering a diverse and inclusive environment. Where our people are cared for, happy and inspired in building an extraordinary place to work

Job Purpose  :

The Call Centre Quality Assessor plays a crucial role in ensuring the delivery of high-quality 

customer service within a call centre environment. They are responsible for evaluating the 

performance of call centre representatives through monitoring and assessing their 

interactions with customers. The primary goal is to maintain and improve the overall quality 

of service provided to customers by identifying areas for improvement and providing 

constructive feedback to call centre agents and management.

Duties and responsibilities  :

●  Call Monitoring: Regularly listen to recorded or live calls made by call centre representatives 

to assess their adherence to established quality standards and procedures.

●  Quality Evaluation: Evaluate the quality of customer interactions based on predefined criteria 

such as communication skills, product knowledge, adherence to scripts, empathy, 

problem-solving abilities, and adherence to company policies and procedures.

●  Performance Analysis: Analyze call centre metrics and performance data to identify trends, 

patterns, and areas for improvement in customer service delivery
. 

●  Feedback and Coaching: Provide detailed feedback to call centre agents on their 

performance, highlighting strengths and areas for improvement. Offer coaching and training 

sessions to help agents develop necessary skills and improve their performance.

●  Reporting: Generate regular reports summarizing quality assessment findings, trends, and 

recommendations for improvement. Present findings to call centre management and 

stakeholders.

●  Quality Assurance Processes: Collaborate with call centre management to develop and 

implement quality assurance processes, standards, and guidelines. Ensure that these 

processes are effectively communicated and adhered to, by call centre staff.

●  Continuous Improvement: Continuously review and refine quality assurance processes and 

evaluation criteria to ensure alignment with evolving business needs and customer 

expectations.

●  Compliance: Ensure compliance with relevant regulations, industry standards, and company 

policies governing call centre operations and customer interactions.

Skills and Competencies : 

●  Excellent communication skills, both verbal and written. 

●  Strong attention to detail and analytical abilities. 

●  Ability to provide constructive feedback and coaching. 

●  Proficiency in using call monitoring and quality assurance tools and software. 

●  Sound knowledge of call centre operations, metrics, and performance 

indicators.
●  Familiarity with relevant regulations and compliance requirements.
●  Strong interpersonal skills and the ability to collaborate effectively with call 

centre agents and management.
●  Time management and organizational skills to manage multiple tasks and 

priorities effectively.
●  Flexibility to adapt to changing business needs and priorities.
●  Previous experience in a call centre environment and quality assurance role is 

preferred.
●  Computer Literacy, Microsoft excel, word, powerpoint etc

Education & Training : 

●  Minimum of 1 year QA related Experience 

●  Grade 12 (No statement of results or Vocational matric will be considered) 

●  Clear ITC and Criminal Record

Salary Expectation : Market Related

Contact information

Elizabeth Kekana