Quality Assurance Officer at Cartrack Tanzania

Organization: Cartrack

Job Purpose

Monitor and evaluate customer interactions to ensure service quality, compliance with company standards, and continuous improvement of customer experience.

Key Duties and Responsibilities

• Monitor and evaluate inbound and outbound calls, emails, chats, and other customer interactions using approved quality scorecards.
• Conduct regular quality audits according to the agreed audit plan.
• Ensure evaluations are accurate, objective, and consistent with quality standards.
• Identify quality trends, recurring issues, and compliance risks.
• Provide timely, constructive, and actionable feedback to agents and Team Leaders.
• Participate in coaching sessions and calibration meetings to ensure evaluation consistency.
• Monitor improvement plans and follow up on identified performance gaps.
• Identify and share best practices across teams.
• Ensure compliance with company policies, client requirements, data privacy regulations, and call handling procedures.
• Identify critical compliance failures and escalate them promptly.
• Support internal and external quality audits.
• Prepare daily, weekly, and monthly quality reports.
• Analyze quality trends and determine root causes of performance issues.
• Present findings and recommendations to Operations and Leadership teams.
• Track quality KPIs and monitor improvement initiatives.
• Recommend process improvements to enhance customer experience and operational efficiency.
• Support updates to quality scorecards, Standard Operating Procedures (SOPs), and knowledge base documentation.
• Collaborate with Training, Operations, and Workforce Management teams to improve service delivery.

Qualifications and Experience

• Bachelor's degree in Business Administration, Customer Service, Communications, or a related field.
• 2–3 years of experience in a call center environment.
• At least 1 year of experience in Quality Assurance, Quality Monitoring, or Team Leadership is preferred.

Required Skills

• Quality monitoring and auditing.
• Strong analytical and problem-solving skills.
• Excellent communication and feedback delivery skills.
• Report writing and data analysis.
• Attention to detail and accuracy.
• Knowledge of quality assurance processes and compliance standards.
• Ability to identify trends and recommend process improvements.
• Strong collaboration and teamwork skills.