Call Center Quality Agent

About the role

We are looking for a detail‑oriented Call Center Quality Agent to ensure that customer interactions in our healthcare call centre meet the highest standards of service, compliance and efficiency. The role involves monitoring calls, providing feedback, and driving continuous improvement across the team.

Key responsibilities

• Review recorded and live calls to assess agent performance against quality, satisfaction and compliance criteria.
• Identify trends, performance gaps and recommend corrective actions.
• Provide one‑on‑one coaching, feedback and support to agents, including onboarding new staff.
• Ensure adherence to legal, regulatory and company standards during all customer interactions.
• Collaborate with supervisors and operations to implement process improvements.
• Compile weekly, monthly and quarterly quality reports and analyse KPIs such as AHT, FCR, CSAT and quality scores.
• Present findings and recommendations to management to inform decision‑making.

Required profile

• Bachelor’s degree in Business, Management or a related field.
• Minimum 3 years of experience in call‑center quality assurance.
• Strong understanding of call‑center operations and quality monitoring processes.
• Experience in a healthcare environment is a plus.

Required skills

• Proficiency with quality‑assurance tools and reporting systems.
• Advanced knowledge of Microsoft Office (Excel, PowerPoint, Word).