Quality Administrator

To monitor and analyse voice and non‑voice activities against agreed quality standards to recommend and coordinate appropriate training and coaching. The purpose of the role is to close gaps across outsourced vendors working with line managers and Senior Quality Officers to ensure consistent delivery of a high level of KPI attainment, guest experience, and service quality.

• Monitor, record, and evaluate new and existing agents’ performance through monitoring and auditing of calls, data, business deliverables, and attitude across voice and non‑voice channels.
• Communicate results to the Senior Quality Officer and recommend corrective and preventive actions.
• Provide recommendations for process redesign, training, and performance management to close gaps.
• Drive quality standards in the delivery of products and services across the vendor organization.
• Identify relationships between agent behaviours, the customer exper...