Call center quality assurance job description

Written by melvin richardson
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A call centre quality assurance representative has a number of duties and responsibilities which help call centre representatives operate at optimal efficiency. Quality assurance representatives must measure and guage all activities of call centre employees.

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Quality assurance personnel monitor phone calls to make sure call centre employees are in compliance with the rules and regulations of an organisation.

Customer Service

Quality assurance is responsible for making sure employees provide excellent customer service when they are speaking with customers. The greeting has to be correct. Most organisations have a standard greeting everyone is required to use. The quality assurance representative also makes sure call centre employees give accurate information in a courteous and professional manner.


Call centre employees are sometimes required to cross sell company products and services. A quality assurance representative will confirm this is being done. Additional sales add to the profitability of an organisation.


There are goals and objectives that call centre employees are accountable for. Quality assurance can help a call centre representative use the most effective and efficient means for handling phone calls without sacrificing customer service, while achieving the stated goals.


Quality assurance representatives provide training, coaching, feedback and assistance to call centre representatives to make sure they understand new policies and procedures for quality.

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