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🤖 15+ AI Agents working for you. Find jobs, score and update resumes, cover letter, interview questions, missing keywords, and lots more.
BURN MANUFACTURING • Lusaka, Lusaka Province, Zambia
Role & seniority: Customer Experience Quality Assurance Officer (senior QA/lead responsibilities; team leadership and development).
Stack/tools: Call center technologies; quality assurance tools; call recording/archiving systems; data analysis for QA and KYC checks; familiarity with compliance standards.
Design, implement, and oversee QA programs to improve agent performance and customer experience.
Conduct evaluations of calls, emails, chats; monitor collection calls for compliance and effectiveness; provide timely feedback.
Lead calibration sessions, analyze QA data and customer feedback, and drive training/development to close gaps.
Must-have skills: Bachelor’s degree in business/communication or related field; proven call center QA/quality and performance-management experience; strong English, analytical abilities, and data interpretation; excellent written/spoken communication; attention to detail; ability to multitask in a fast-paced environment; proficiency with QA tools and call-center tech.
Nice-to-haves: PAYGO collection experience; training/coaching/training material development experience; knowledge of regulatory/compliance requirements; prior call center leadership experience.
Location & work type: Location not specified; full-time, shift-based role with weekend coverage. Shifts: 7:00–15:00 or 12:00–20:00, assigned by manager. Workdays: Monday–Sunday with scheduled off days.
About the role BURN is looking for an exceptional, efficient Customer Experience Quality Assurance Officer to fill the role. The successful candidate must demonstrate proficiency in Customer Service skills and a combination of Leadership and Interpersonal Skills.
Workdays: Monday-Sunday with scheduled off days.
Shift Plan: The shifts will run from 7.00 am to 3.00 pm and 12.00 pm to 8.00 pm as assigned by the manager.
Duties and Responsibilities Call Evaluation - Conduct regular evaluations of calls, emails, chats, and other customer communications to assess agent performance and adherence to quality standards. Collection Call Monitoring - Monitor and evaluate collection calls to ensure compliance with regulatory requirements, company policies, and industry best practices. Performance Metrics Tracking - Assess agent performance, adherence to scripts, and negotiation effectiveness to enhance collection efficiency. Feedback Provision - Provide timely and constructive feedback to agents based on quality monitoring results, highlighting strengths and areas for improvement. Data Analysis & KYC Checks - Analyze quality monitoring data to identify trends, patterns, and concerns related to agent performance, customer satisfaction, and compliance. Conduct daily KYC checks and provide feedback to the Agent care support team. Calibration Sessions - Facilitate Calibration and feedback sessions to address gaps and improve the customer experience for agents. Compliance Monitoring - Stay informed about regulatory requirements and industry standards related to customer interactions and collections and ensure that agents adhere to all relevant regulations and policies. Training and Development - Identify training needs and develop training materials and programs to address skill gaps and enhance agent performance in customer interactions and collections. Technology Utilization - Ensure all calls are recorded, archived and retrievable as required. Customer Feedback Analysis - Analyze customer feedback, complaints, and satisfaction surveys to identify recurring issues or areas for improvement in customer service delivery and recommend appropriate actions. Escalation Handling - Develop protocols and procedures for handling escalated customer issues or complaints, ensuring timely resolution and customer satisfaction.
Team Leadership and Development: Provide leadership, guidance, and support to the quality assurance team, fostering a culture of continuous learning, collaboration, and accountability. Other Duties and Responsibilities - Performs other responsibilities, as requested, or assigned by management. BURN Ambassador Always maintain integrity and be a positive ambassador for BURN Strive for continuous improvement for our services that we offer our customers. Maintain an open and receptive attitude when receiving feedback and suggestions. Skills and Experience Bachelor’s degree in business administration, Communication, or related field. Proven experience in call centre operations, with a focus on quality assurance and performance management. Strong Knowledge of English Strong analytical skills with the ability to interpret data and trends effectively. Excellent communication and interpersonal skills, with the ability to provide feedback clearly and constructively. Detail-oriented with a commitment to accuracy and precision. Proficiency in call centre technologies and quality assurance tools. Knowledge of industry regulations and compliance requirements. Ability to multitask and prioritise tasks in a fast-paced environment.
Qualified Female Candidates encouraged to Apply
BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).