Position Overview:
We are looking for a detail-oriented and analytical Call Centre Quality Assurance (QA) Officer to join our Contact Centre team. If you are passionate about delivering exceptional customer experiences, driving continuous improvement, and coaching teams to achieve service excellence, we'd love to hear from you.As a QA Officer, you will play a key role in ensuring our prospective and current students receive a consistently high standard of service across all customer interactions. You will monitor performance, identify opportunities for improvement, and work closely with Team Leaders and Trainers to enhance the overall quality of our contact centre operations.
Key Responsibilities:
- Monitor and evaluate customer interactions across calls, emails, and chat channels on a daily and weekly basis.
- Assess agent performance using standardised quality scorecards and provide constructive feedback to agents and Team Leaders.
- Identify trends, recurring issues, and process gaps that impact customer satisfaction and operational efficiency.
- Maintain accurate records of quality evaluations, coaching sessions, and agent performance.
- Collaborate with Team Leaders to identify training needs and support performance improvement initiatives.
- Participate in quality calibration sessions to ensure consistent and fair evaluation standards.
- Contribute to the development and enhancement of quality assurance frameworks, processes, and continuous improvement initiatives.
- Prepare and distribute regular quality assurance reports, highlighting key performance metrics and compliance levels.
- Ensure adherence to organisational policies, quality standards, and relevant regulatory requirements.
Required Skills, Competencies and Experience:
· Diploma or Bachelor's degree in Business Administration, Quality Management, Customer Service, or a related field.
· Minimum of 2 years' experience in a Quality Assurance role within a contact centre environment.
· Experience within the private higher education sector will be highly advantageous.
· Strong understanding of quality assurance methodologies, customer service standards, and call centre operations.
· Excellent analytical, problem-solving, and reporting skills.
· Strong verbal and written communication skills with the ability to provide effective coaching and feedback.
· High attention to detail and a commitment to continuous improvement.
· Proficiency in Microsoft Office, particularly Excel, and experience with quality monitoring systems.
What we Offer:
· The opportunity to make a meaningful impact within Richfield Graduate Institute of Technology.
· A collaborative and supportive working environment.
· Opportunities for professional development and career growth.
· Competitive remuneration aligned with experience and qualifications.
How to Apply:
If you are passionate about quality, customer excellence, and helping teams perform at their best, we encourage you to apply.
Submit your CV along with a brief cover letter outlining your relevant experience.
Applications will be reviewed as they are received. Only shortlisted candidates will be contacted.
Please forward a comprehensive CV to: [email protected]
Closing date for applications: 30 July 2026
Work Location: In person
