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Quality Analyst

Cartrack Tanzania Limited — Dar es-Salaam

Duties and Responsibilities

  • Monitor and evaluate inbound/outbound calls, emails, chats, and customer interactions using quality scorecards.
  • Conduct regular quality audits and ensure evaluations align with standards.
  • Identify trends, compliance risks, and provide actionable feedback to agents.
  • Participate in coaching sessions and calibration meetings.
  • Track improvement plans and escalate critical compliance failures.
  • Prepare quality reports, analyze trends, and present findings to leadership.
  • Recommend process improvements and update SOPs/documentation.
  • Collaborate with Training, Operations, and Workforce Management teams.

Requirements

  • Bachelor’s degree in Business Administration, Customer Service, Communications, or related field.
  • 2–3 years’ experience in a call center environment.
  • 1+ year in Quality Assurance, Monitoring, or Team Leadership preferred.
CLICK HERE TO APPLY
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