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BURN • Lusaka, Lusaka Province, Zambia
Role & seniority: Customer Experience Quality Assurance Officer (mid-senior level) focused on QA leadership within a call center.
Stack/tools: Call center technologies; quality assurance tools; data analysis skills; KYC checks; training materials design; monitoring, recording, and archiving of calls.
Conduct regular evaluations of calls, emails, chats, and other interactions to assess agent performance and quality adherence.
Monitor collection calls for regulatory, policy, and best-practice compliance; track performance metrics and negotiation effectiveness.
Provide timely feedback, drive calibration sessions, analyze quality data for trends, and develop training to close gaps.
Bachelor’s degree in business, communications, or related field.
Proven call center QA and performance-management experience.
Strong English, analytical abilities, and data-trend interpretation.
Excellent, clear communication; detail-oriented; ability to multi-task in a fast-paced environment.
Proficiency with call center tech and QA tools; knowledge of regulations/compliance.
Experience in PAYGO collection and call center training/quality.
Leadership/people management capabilities; experience building a QA team.
Experience with customer feedback analysis and escalation protocols.
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.
Summary Of The Role
The employee will ensure delivery of high-quality customer service within Customer Experience. This position is responsible for designing, implementing, and overseeing quality assurance programs to enhance the skills and performance of all call center agents.
The ideal candidate should possess a strong background in quality assurance, PAYGO Collection, and a deep understanding of call center operations. Experience in Call center training and quality is an added advantage.
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).
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