Call Centre Quality Assurance & Training Officer at Mogo

Call Centre Quality Assurance & Training Officer Job

Main Responsibilities:

• Conduct regular call audits and evaluations to assess the quality of customer interactions, adherence to company standards, and regulatory compliance.
• Document call findings comprehensively, highlighting both strengths and areas requiring improvement.
• Prepare detailed performance reports based on call evaluations—outlining key metrics, agent trends, root cause analysis, and actionable feedback.
• Collaborate closely with the Head of Department (HOD) and Customer Service Manager to present timely updates on agent performance, identifying recurring issues and recommending corrective actions.
• Deliver structured feedback and coaching to agents aimed at improving service quality, compliance, and customer experience.
• Partner with team leaders and supervisors to identify training gaps and skill development opportunities.
• Support in the design, development, and delivery of training materials tailored to enhance agent capabilities, with a focus on customer service excellence.
• Utilize performance data and KPIs to drive data-driven decision-making and continuous improvement within the call centre.
• Conduct regular one-on-one and group training/coaching sessions, targeting specific weaknesses identified through audits or performance trends.
• Establish and maintain standards governing customer engagement, and implement effective monitoring and quality assurance frameworks.

What you will need:

Qualifications

• Degree or Diploma in Business, Social Sciences, or a related field.
• Minimum of 2 years of relevant experience in quality assurance, training, or call centre operations—preferably in customer service or financial services.
• Strong proficiency in data analysis, with the ability to extract insights from large datasets to inform performance improvement strategies.
• Excellent reporting skills, with a proven ability to communicate findings effectively to senior management (HOD, Customer Service Manager).
• Strong understanding of customer service processes and practices.
• Exceptional interpersonal and communication skills, with the ability to provide clear, constructive, and professional feedback.
• Highly organized, self-driven, and adaptable, with keen attention to detail.

How to Apply

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