Quality Assurance Agent

at  Mango 5

Mango5 is launching an exciting new travel campaign and is seeking a meticulous and focused Quality Assurance Agent. In this role, you will ensure our sales agents adhere to quality standards, regulatory compliance, and the approved script.

REQUIREMENTS:

• Qualifications: Matric certificate or equivalent.
• Experience: 2 years in outbound call center roles; QA experience preferred; travel industry knowledge advantageous.
• Skills and Behaviors: Attention to detail, strong interpersonal skills, ability to work independently, effective communication, and multitasking in a production-driven environment.

• Verify Sales Calls: Review call recordings, identify and correct issues, and allocate feedback to supervisors or agents.
• Quality Assessment: Score calls on compliance, accuracy, and professionalism. Identify strengths and areas for improvement.
• Reporting: Conduct investigations, provide detailed feedback, and track QA data in spreadsheets.
• Continuous Improvement: Conduct feedback sessions with team leaders, discuss performance, and contribute to ongoing quality improvements.
• Coaching and Training: Ensure continuous product knowledge development and maintain required standards.