Customer Service Quality Assurance Specialist

About the role

The Customer Service Quality Assurance Specialist ensures that all customer interactions meet the company’s high standards of accuracy, professionalism and compliance. Working closely with Customer Service, Operations, Training and Compliance teams, you will monitor calls, evaluate branch service, and drive continuous improvement across the organisation.

Key responsibilities

• Monitor and evaluate inbound and outbound calls against approved quality standards.
• Assess branch visits to verify adherence to customer‑service procedures and professional appearance.
• Identify service gaps, errors and training needs, and provide constructive feedback to employees.
• Prepare regular quality evaluation reports, weekly and monthly summaries, and present findings to management.
• Review customer complaints and feedback to spot recurring issues and recommend process improvements.
• Support the development of evaluation forms, service standards and monitoring criteria.
• Ensure all interactions comply with company policies, confidentiality requirements and regulatory standards.

Required profile

• Minimum 2–3 years of experience in Call Centre Quality Assurance, Service Quality or Customer Experience.
• Proven experience in call monitoring and employee performance evaluation.
• Strong analytical, observation and report‑writing abilities.
• Excellent communication and interpersonal skills with a customer‑focused mindset.
• High attention to detail and ability to give professional, constructive feedback.

Required skills

• Microsoft Office (Word, Excel, PowerPoint)