Quality Assurance Executive at Digicel Pacific

Suva, Central, Fiji -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Customer Interaction Evaluation, Auditing, Feedback Provision, Quality Standards Adherence, Customer Satisfaction Goals, Inbound/Outbound Monitoring, Trend Identification, Framework Development, Audit Procedures, Coaching, Training Collaboration, Reporting, Continuous Improvement, Compliance, Analytical Skills

Industry

Telecommunications

Description

At Digicel Pacific, we’re on the lookout for dynamic individuals to join our expanding team. If you thrive in a fast-paced telecommunications environment and meet the desired qualifications, we’d love to hear from you! We are currently seeking a highly motivated Quality Assurance Executive to join our Customer Care Team at the Digicel office in Nabua, reporting to the Customer care Manager. This is an exciting opportunity to be part of our growth and innovation! As a QAE you will be responsible for responsible for evaluating and improving the quality of customer interactions to ensure service excellence. The role includes monitoring, auditing, and providing actionable feedback to customer care representatives, aligning with internal quality standards and customer satisfaction goals. Core responsibilities: Monitor and evaluate inbound/outbound customer interactions (calls, chats, emails, etc.) to assess communication quality, customer satisfaction, and adherence to company policies. Identify trends in customer issues and agent performance; work with leadership to implement improvements. Develop quality assurance frameworks, checklists, and audit procedures. Conduct regular audits and maintain records of evaluations, feedback, and performance metrics. Provide coaching and feedback sessions to improve individual and team performance. Collaborate with training teams to help design refresher training based on QA insights. Prepare and present QA reports and dashboards to management. Assist in driving continuous improvement initiatives across customer care functions. Ensure compliance with regulatory and internal standards for communication and service quality. Academic qualifications, Experience & Skills required for this role: Bachelor’s degree or Diploma in Business Administration, Communication, or related field. 2–3 years of experience in customer service, with at least 1 year in a QA role. Strong understanding of QA metrics, KPIs, and process improvement tools. Excellent communication, analytical, and interpersonal skills. Ability to give constructive feedback and support skill development. Strong attention to detail and organizational abilities. Why Join Us? We foster an innovative work culture that encourages fresh ideas, offering a competitive compensation package with benefits like medical and life insurance, a mobile handset, call credit, staff Unwired internet & Sky Pacific plans, study leave, a recharge day for relaxation, and many more exciting perks for the right candidate! Think you’re the perfect fit? Don’t miss out—click "Apply Now" by 5pm on Saturday, March 14 2026! Be sure to attach your cover letter, the latest version of your resume, referee details, and copies of your required qualifications. Ready to join the team? We can’t wait to hear from you! Note: We’re only accepting online applications—no hard copies or emails will be considered. Digicel (Fiji) Pte Limited is an Equal Opportunity Employer

Responsibilities

The Quality Assurance Executive will be responsible for evaluating and improving the quality of customer interactions by monitoring, auditing, and providing actionable feedback to customer care representatives. Core duties include developing QA frameworks, conducting regular audits, preparing reports, and collaborating with training teams to drive continuous improvement.