Job Title: Call Centre Quality Assurance Supervisor

About Unifi

Job Purpose

Key Responsibilities

• Analyse recorded customer calls to assess service quality and agent performance.
• Evaluate calls against internal quality assurance standards and compliance requirements.
• Identify areas of improvement in customer interactions.
• Ensure customer service representatives follow approved procedures and communication standards.
• Maintain accurate quality assessment records.

• Prepare regular quality assurance reports highlighting performance trends.
• Provide insights on customer service performance, challenges, and improvement opportunities.
• Track agent quality scores and identify performance gaps.
• Share reports with management to support decision-making.
• Maintain proper documentation of quality reviews and assessments.

• Provide constructive feedback to call centre agents through coaching sessions.
• Support agents in improving communication skills, customer handling, and service delivery.
• Develop coaching plans based on quality assessment results.
• Monitor progress of coached employees and recommend further support where required.
• Encourage continuous learning and professional development.

• Support management in ensuring quality assurance procedures are consistently followed.
• Identify opportunities to improve customer service processes.
• Recommend and implement quality improvement initiatives.
• Ensure service quality standards are maintained across all customer interactions.
• Participate in reviewing and updating quality monitoring frameworks.

• Support onboarding of new employees by introducing quality standards and procedures.
• Train new hires on customer service expectations and compliance requirements.
• Support refresher training sessions for existing agents.
• Coordinate cross-training and upskilling initiatives for call centre teams.
• Promote a culture of excellence and continuous improvement.

• Conduct customer satisfaction surveys to understand service experiences.
• Conduct agent feedback surveys to identify workplace challenges.
• Analyse feedback and recommend corrective actions.
• Support initiatives aimed at improving customer satisfaction and employee engagement.

• Collaborate with supervisors, managers, and customer service teams.
• Promote teamwork, accountability, and positive workplace relationships.
• Contribute to creating an enjoyable and productive working environment at Unifi.
• Perform any other duties assigned by management.

Required Qualifications and Experience

• Experience working in a customer-facing service role.
• Previous experience in:
  • Call centre operations
  • Quality assurance
  • Customer service supervision
  • Call monitoring
  • Agent coaching and performance management
• Experience working with customer service KPIs and performance metrics.
• A Diploma or Degree in a relevant field is preferred but not mandatory.

Required Skills and Competencies

• Call monitoring and evaluation skills.
• Knowledge of quality assurance processes.
• Ability to identify service improvement opportunities.
• Strong attention to detail.

• Excellent verbal and written communication skills.
• Ability to provide constructive feedback.
• Strong coaching and mentoring abilities.

• Ability to analyse call performance data.
• Report preparation and interpretation skills.
• Ability to identify trends and recommend solutions.

• Positive attitude and willingness to learn.
• Strong work ethic and professionalism.
• Customer-focused mindset.
• Ability to work under pressure.
• Strong teamwork skills.

Career Opportunities

• Customer Experience Management
• Call Centre Operations Management
• Quality Assurance Management
• Customer Service Leadership
• Business Process Improvement

How to Apply