Operations quality analyst

Role Summary

This role is responsible for providing operational, quality assurance, and administrative support to the telesales department. The successful candidate will play a key role in monitoring call quality, supporting operational processes, investigating customer queries, and ensuring compliance with company standards while assisting management in driving team performance.

Responsibilities Conduct daily call quality assessments and provide constructive feedback. Review and report on a minimum of two agent evaluations per day. Identify quality trends, performance gaps, and compliance risks. Review and approve credit requests relating to cancelled customers. Process cancellation-related credit requests within agreed service levels. Submit Employment Loss Relief (ELR) requests as required. Process Proof of Address (POA) requests and maintain accurate supporting documentation. Liaise with Activations, Finance, and other internal departments to ensure timely resolut...