Job Summary

Enhance the process and competency of advisors by monitoring calls and providing feedback to agents.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements


  • Audits calls give feedback on strength and developmental areas to improve Executives’ performance
  • Coach the Executive, on identified gap areas, to increase the performance and meet the defined target as defined by the stakeholders
  • Knowledge improvement through refreshers
  • Communicate and ensure implementation of process updates
  • Conduct live barge-ins (calls), to build Executive Competencies
  • Conduct RCA (root cause analysis) and share synopsis as and when required

Qualifications and Requirements:

  • Bachelor’s degree from any stream
  • Min 2 years Experience as Quality Analyst
  • Assess agents’ Performance
  • Fluent in written and spoken English
  • Uses quality monitoring data management system to compile and track performance at team and individual level
  • A fast learner who can work with set targets
  • Good knowledge of MS Excel

Other Requirements: 

  • Uses quality monitoring data management system to compile and track performance at team and individual levels.
  • Educate customer service executives and Team Leaders on services and processes and new updates
  • Adhere to laid down internal policies, procedures, and processes
  • Work collaboratively with the team
  • Logical reasoning
  • Exceptional Audit / analytical skills
  • Communication skills (Verbal and non-verbal)
  • Work flexibility
  • Must be time flexible and able to work in a shift system including Public holidays and Weekends


Voice call Assessment Only

We screen candidates through an online test (Aptitude and Psychometric), candidates with excellent scores only will be shortlisted for interview.

Important Safety Tips

1. Do not make any payment without confirming with the Jobberman Customer Support Team. 2. If you think this advert is not genuine, please report it via the Report Job link below.

Share Job Post

Stay Updated Join our newsletter and get the latest job listings and career insights delivered straight to your inbox.

Log In to apply now

Activate Notifications Stay productive - get the latest updates on Jobs & News
Deactivate Notifications Stop receiving the latest updates on Jobs & News
Accra & Tema Region
| Full Time |
GHS 1,200 - 1,500