- 经验
- 2-3岁
- 薪水
- —
- 职位空缺
- 1
- 发布
- 4小时前
- Work mode
- 在办公室
- 学历
- Bachelor’s degree
- Eligibility
- Applicants with the required bachelor’s degree and relevant call center experience, especially those with exposure to quality assurance, quality monitoring, or team leadership, may apply.
- Resume
- Required to apply
职位描述
Role overview
Cartrack Tanzania is looking for a Quality Analyst to help maintain high service standards across customer interactions in Dar es Salaam. This role focuses on reviewing communication quality, spotting performance gaps, and supporting continuous improvement across the customer service operation.
Key responsibilities
- Review inbound and outbound calls, emails, chats, and other customer contacts against approved quality scorecards.
- Carry out routine quality checks in line with the agreed monitoring schedule.
- Make sure assessments are fair, consistent, and aligned with company quality expectations.
- Detect patterns, repeated concerns, and possible compliance exposures.
- Offer clear, practical, and timely feedback to agents and team leaders.
- Join coaching discussions and calibration sessions to keep evaluation standards aligned.
- Follow up on improvement actions and track progress on identified performance gaps.
- Highlight strong practices and help spread them across teams.
- Check that agents follow company rules, client-specific requirements, privacy regulations, and call-handling procedures.
- Flag serious compliance breaches and escalate them without delay.
- Assist with both internal and external quality audits.
- Prepare quality reports on a daily, weekly, and monthly basis.
- Review quality data to understand trends and uncover root causes of performance issues.
- Share insights and recommendations with Operations and leadership stakeholders.
- Monitor quality KPIs and ongoing improvement efforts.
- Suggest process changes that strengthen customer experience and operational performance.
- Contribute to updates in scorecards, SOPs, and knowledge-base materials.
- Work closely with Training, Operations, and Workforce Management teams to improve service delivery.
Requirements
- A bachelor’s degree in Business Administration, Customer Service, Communications, or a closely related discipline.
- 2 to 3 years of experience working in a call center setting.
- At least 1 year of experience in Quality Assurance, Quality Monitoring, or Team Leadership is an advantage.
Additional information
This opportunity is based in Dar es Salaam, Tanzania, and is offered as a full-time onsite position. No salary, number of vacancies, or start date were specified in the source.