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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Job Description
- Develop and execute a comprehensive centralised quality strategy aligned with global business objectives and specific call centre performance goals.
- Analyse quality trends, speech analytics data, and industry benchmarks to identify performance gaps and recommend innovative, technology-driven solutions.
- Design and oversee quality monitoring programs, including transaction monitoring, customer sentiment analysis, and compliance auditing across diverse campaigns.
- Leverage modern quality technologies such as speech and text analytics, automated scoring (AQM), and real‑time reporting dashboards to ensure monitoring effectiveness and scale.
- Ensure quality feedback loops are updated, relevant, and engaging—focusing on behavioural coaching insights, product knowledge gaps, and systemic process improvements.
- Lead, mentor, and develop the centralised team of Quality Managers and Quality Analysts.
- Fo...