Company Name-CCI GLOBAL

Job Title- Quality Agent

1. Purpose

To deliver an advanced quality monitoring assessment and reporting service which will support internal and external stakeholders in accurately targeting effective coaching and support of campaigns

2. Responsibilities

KRA / Main Outputs and Responsibilities

Ensure efficient daily operation of the team against KPI’s

Adhere to the prescribed operating rhythm to ensure that daily, weekly and monthly targets are met

Ensure consistent delivery of all KPI’s

Ensures minimal or no productive downtime by immediately or where possible proactively flagging any system, environmental or other factors that will result in a reduction of productive time or outputs

Adhere to all prescribed company policies and procedures

Actively participate in or utilise all training opportunities, training material, knowledge base tools, upskills and calibrations that drive ongoing accuracy

Setting Quality Standards

• The Quality Agent must be able to set the quality standards for incoming and outgoing interactions

• To display professionalism in all correspondence with internal and external stakeholders and colleagues

• To work closely with and support departments as a seamless extension to all stakeholders

• To provide work of exceptional quality, that is accurate, neatly aligned, clear and concise in form of electronic       communication

• Ensuring that daily, weekly and monthly assessment volumes are achieved, and contractual requirements are      fulfilled

• Identify and report risks to the operational team

• Provide detailed trending feedback and insights on markdown areas and successes

• Ability to take calls and handle them in line with operational agent standards

Accurate call assessments

• Review interactions with customers and ensure that proper steps were taken regarding completing the call objective(s), documenting all required information and completing administrative tasks required as per the prescribed guidelines

• Provide objective assessment regarding representatives’ compliance of process, and adherence to procedures for customer interactions

• Complete the required evaluation forms where required; the evaluation form is a typical check list provided to the Quality Agent which covers key areas built into call processes such as; compliance, risk management, client service and development opportunity

• Provide feedback with accurate details to leaders and managers through monitoring practices

• Continuous training, calibration and upskilling to ensure alignment with current and new products, processes and launches

Client Management

• Able to build strong relationships with all internal and external functions where necessary and provide value added solutions to our clients

• A resilient approach and able to manage under pressure

• Excellent oral and written communication skills

• Providing insights on trends and agent behaviour as well as how to improve productivity and business processes


• Identify, promote and gain support for improvement opportunities that will increase revenue and or reduce operating costs

• Proactive risk mitigation to reduce negative financial impact

Level of authority

• Provide guidance and advice to agents and management • Provide weekly and monthly agent trending and feedback

3. Size

Quality Agents work in teams of 1 to 50 agents.

4. Skills and Competencies

  • Good communication at all levels and an excellent command of the required language
  • Active Listening skills
  • Complaint handling skills
  • Product knowledge and an understanding of customer service principles and practices
  • Quality criteria and scoring ability
  • Calibration sessions
  • Efficient reporting capability
  • Adaptability and resilience Target driven with high energy levels.
  • Computer literate with good key board skills
  • Attention to detail ensuring all legislative and compliance requirements are covered for each call

5. Experience, Knowledge and Qualifications

Grade 12

Excellent understanding of required language

Excellent written and spoken communication skills

Minimum of 1-year experience in contact center environment

Experience in a quality assessment role advantageous

Computer literate

Proficient in Microsoft suite of products

Time to competency 3-6 months



Deadline for applications is not later than 5:00 pm, DECEMBER 16TH, 2022.

Only shortlisted applicants will be contacted.


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