Quality Assurance Officer
2025-06-09T08:04:07+00:00
Client Care Solutions Limited
https://cdn.greatzambiajobs.com/jsjobsdata/data/employer/comp_4040/logo/Client%20Care%20Solutions%20Limited.png
https://www.clientcaresolutions.co.zm/
FULL_TIME
Lusaka
Lusaka
10101
Zambia
Human Services
Management
2025-06-12T17:00:00+00:00
Zambia
8
Join Our Team as a Quality Assurance Officer at Client Care Solutions (CCS) Ltd!
Are you passionate about delivering exceptional customer experiences and ensuring operational excellence? Do you have a keen eye for detail and a talent for coaching and mentoring? Client Care Solutions (CCS) Ltd, a Business Process Outsourcing (BPO) provider in Zambia, is looking for a dedicated and skilled Quality Assurance Officer to join our dynamic call centre team in Lusaka.
At CCS, we are committed to providing the highest standards of customer service. As a Quality Assurance Officer, you will play a crucial role in monitoring, evaluating, and improving the quality of interactions between our agents and customers, directly impacting customer satisfaction and business success.
As a Quality Assurance Officer, you will be responsible for:
- Monitoring and evaluating inbound and outbound calls and other customer interactions (e.g., email, chat) to ensure adherence to quality standards, policies, and procedures.
- Providing constructive feedback and coaching to call centre agents to enhance their performance and customer service skills.
- Identifying training needs and collaborating with trainers and team leads to develop effective coaching strategies.
- Analyzing quality trends and reporting findings to management, recommending actionable improvements.
- Participating in calibration sessions to ensure consistency in quality scoring across the team.
- Contributing to the continuous improvement of quality assurance processes and standards.
What we’re looking for:
- Bachelor’s degree in a communication or business-related field.
- 2-3 years of experience working in a call centre as a quality assessor or call centre supervisor.
- Strong team player with excellent people person skills, capable of effectively mentoring the team to deliver expectations.
- Strong customer service skills.
- Excellent listening skills.
Why work with CCS Ltd?
This is an exciting opportunity to contribute to a culture of excellence and continuous improvement. At CCS, we offer a supportive work environment where your expertise will be valued, and you’ll have the chance to make a tangible impact on our service delivery. If you are detail-oriented, a natural coach, and dedicated to quality, we encourage you to apply!
Monitoring and evaluating inbound and outbound calls and other customer interactions (e.g., email, chat) to ensure adherence to quality standards, policies, and procedures. Providing constructive feedback and coaching to call centre agents to enhance their performance and customer service skills. Identifying training needs and collaborating with trainers and team leads to develop effective coaching strategies. Analyzing quality trends and reporting findings to management, recommending actionable improvements. Participating in calibration sessions to ensure consistency in quality scoring across the team. Contributing to the continuous improvement of quality assurance processes and standards.
Bachelor’s degree in a communication or business-related field. 2-3 years of experience working in a call centre as a quality assessor or call centre supervisor. Strong team player with excellent people person skills, capable of effectively mentoring the team to deliver expectations. Strong customer service skills. Excellent listening skills.
Bachelor’s degree in a communication or business-related field. 2-3 years of experience working in a call centre as a quality assessor or call centre supervisor. Strong team player with excellent people person skills, capable of effectively mentoring the team to deliver expectations. Strong customer service skills. Excellent listening skills.
JOB-68469577aa334
Vacancy title:
Quality Assurance Officer
[Type: FULL_TIME, Industry: Human Services, Category: Management]
Jobs at:
Client Care Solutions Limited
Deadline of this Job:
Thursday, June 12 2025
Duty Station:
Lusaka | Lusaka | Zambia
Summary
Date Posted: Monday, June 9 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Join Our Team as a Quality Assurance Officer at Client Care Solutions (CCS) Ltd!
Are you passionate about delivering exceptional customer experiences and ensuring operational excellence? Do you have a keen eye for detail and a talent for coaching and mentoring? Client Care Solutions (CCS) Ltd, a Business Process Outsourcing (BPO) provider in Zambia, is looking for a dedicated and skilled Quality Assurance Officer to join our dynamic call centre team in Lusaka.
At CCS, we are committed to providing the highest standards of customer service. As a Quality Assurance Officer, you will play a crucial role in monitoring, evaluating, and improving the quality of interactions between our agents and customers, directly impacting customer satisfaction and business success.
As a Quality Assurance Officer, you will be responsible for:
- Monitoring and evaluating inbound and outbound calls and other customer interactions (e.g., email, chat) to ensure adherence to quality standards, policies, and procedures.
- Providing constructive feedback and coaching to call centre agents to enhance their performance and customer service skills.
- Identifying training needs and collaborating with trainers and team leads to develop effective coaching strategies.
- Analyzing quality trends and reporting findings to management, recommending actionable improvements.
- Participating in calibration sessions to ensure consistency in quality scoring across the team.
- Contributing to the continuous improvement of quality assurance processes and standards.
What we’re looking for:
- Bachelor’s degree in a communication or business-related field.
- 2-3 years of experience working in a call centre as a quality assessor or call centre supervisor.
- Strong team player with excellent people person skills, capable of effectively mentoring the team to deliver expectations.
- Strong customer service skills.
- Excellent listening skills.
Why work with CCS Ltd?
This is an exciting opportunity to contribute to a culture of excellence and continuous improvement. At CCS, we offer a supportive work environment where your expertise will be valued, and you’ll have the chance to make a tangible impact on our service delivery. If you are detail-oriented, a natural coach, and dedicated to quality, we encourage you to apply!
Work Hours: 8
Experience in Months: 24
Level of Education: bachelor degree
Job application procedure
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