Quality Assurance Analyst

In brief

Overview This role at Mango5 is for a Quality Assurance Analyst responsible for monitoring outbound sales calls against quality scorecards and client requirements. The analyst will ensure compliance with regulations, provide constructive feedback to agents and team leaders, contribute to reporting and analysis, and support training and process improvement initiatives within a BPO or call centre environment. What you will do * **Call Monitoring and Quality Audits** * Listen to and evaluate outbound sales calls against our quality scorecards and client requirements. * Assess how well agents identify customer needs, recommend suitable products and handle objections. * Check that sales are fair, accurate and clearly explained, with the customer's best interests in mind. * **Compliance** * Ensure full compliance with FCA regulations, client requirements and internal procedures on every call reviewed. * Identify compliance risks and escalate serious breaches promptly. * Verify that documentation and call notes are accurate and complete. * **Feedback and Coaching Support** * Give clear, constructive feedback to agents and team leaders after each audit. * Support team leaders with coaching by highlighting strengths, gaps and trends. * Run calibration sessions so scoring is consistent and fair across the team. * **Reporting and Analysis** * Track and report on quality scores, compliance results and common issues. * Spot trends in sales conversations and flag opportunities for improvement. * Provide regular updates to management and stakeholders on quality performance. * **Training and Process Improvement** * Identify training needs from audit findings and help organise targeted sessions. * Support new agents during onboarding with quality standards and call expectations. * Recommend improvements to scripts, processes and scorecards. * Follow up on corrective actions to make sure issues are resolved and don't repeat. Requirements (from the original advert) * Minimum 2 years of experience in a quality assurance role in a BPO or call centre environment. * Experience in outbound sales QA: advantageous. * UK insurance industry experience: advantageous. * Strong knowledge of FCA regulations and the importance of compliance. * Strong understanding of insurance products, processes and terminology. * Excellent listening skills and exceptional attention to detail. * Confident, fluent communication with a neutral accent, and the ability to give honest feedback with tact. * Strong analytical and problem-solving skills. * Competent in Microsoft Word and Excel, and call centre and call recording systems. * Matric. * Clear criminal and credit record. * Fair, objective and a person of high personal integrity. Who should apply The ideal candidate is an individual with at least two years of quality assurance experience within a BPO or call centre, possessing strong knowledge of FCA regulations, compliance, and insurance products/terminology. They must demonstrate excellent listening skills, exceptional attention to detail, confident and fluent communication with a neutral accent, and the ability to provide tactful feedback. Strong analytical and problem-solving abilities are required, along with proficiency in Microsoft Word, Excel, and relevant call centre systems. Applicants must hold a Matric qualification, have a clear criminal and credit record, and embody fairness, objectivity, and high personal integrity. Experience in outbound sales QA and the UK insurance industry is considered beneficial. Deadline Not specified Reference Original posting: https://www.myjobmag.co.za/job/quality-assurance-analyst-mango5 Source: myjobmag

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At a glance

• At least 2 years of experience.

• Microsoft Excel

Extracted automatically from the advert; confirm requirements on the original listing.

Job description

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