Quality Assurance Officer Client Care Solutions Limited

Join Our Team as a Quality Assurance Officer at Client Care Solutions (CCS) Ltd!

Are you passionate about delivering exceptional customer experiences and ensuring operational excellence? Do you have a keen eye for detail and a talent for coaching and mentoring? Client Care Solutions (CCS) Ltd, a Business Process Outsourcing (BPO) provider in Zambia, is looking for a dedicated and skilled Quality Assurance Officer to join our dynamic call centre team in Lusaka.

At CCS, we are committed to providing the highest standards of customer service. As a Quality Assurance Officer, you will play a crucial role in monitoring, evaluating, and improving the quality of interactions between our agents and customers, directly impacting customer satisfaction and business success.

As a Quality Assurance Officer, you will be responsible for:

• Monitoring and evaluating inbound and outbound calls and other customer interactions (e.g., email, chat) to ensure adherence to quality standards, policies, and procedures.
• Providing constructive feedback and coaching to call centre agents to enhance their performance and customer service skills.
• Identifying training needs and collaborating with trainers and team leads to develop effective coaching strategies.
• Analyzing quality trends and reporting findings to management, recommending actionable improvements.
• Participating in calibration sessions to ensure consistency in quality scoring across the team.
• Contributing to the continuous improvement of quality assurance processes and standards.

What we’re looking for:

• Bachelor’s degree in a communication or business-related field.
• 2-3 years of experience working in a call centre as a quality assessor or call centre supervisor.
• Strong team player with excellent people person skills, capable of effectively mentoring the team to deliver expectations.
• Strong customer service skills.
• Excellent listening skills.

Why work with CCS Ltd?

This is an exciting opportunity to contribute to a culture of excellence and continuous improvement. At CCS, we offer a supportive work environment where your expertise will be valued, and you’ll have the chance to make a tangible impact on our service delivery. If you are detail-oriented, a natural coach, and dedicated to quality, we encourage you to apply!