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Quality Assurance Officer

Client Care Solutions Limited Lusaka, Zambia

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Employer reference

Employer and vacancy source: Client Care Solutions Limited

The original vacancy details remain available for reference. Applications are closed, so use the employer information and related searches to find active roles.

  • EmployerClient Care Solutions Limited
  • LocationLusaka, Zambia
  • Employer websitezambiajobalerts.com
  • Listing sourceZambia Job Alerts
Job facts

Key details for this vacancy

Employer
Client Care Solutions Limited
Location
Lusaka, Zambia
Posted
June 8, 2025
Job type
Full Time
Category
IT & Telecoms
This listing has expired. The original details remain available for reference, but applications are closed. Use the related searches for active vacancies.

Website Client Care Solutions Limited

Job description

Join Our Team as a Quality Assurance Officer at Client Care Solutions (CCS) Ltd!

Are you passionate about delivering exceptional customer experiences and ensuring operational excellence? Do you have a keen eye for detail and a talent for coaching and mentoring? Client Care Solutions (CCS) Ltd, a Business Process Outsourcing (BPO) provider in Zambia, is looking for a dedicated and skilled Quality Assurance Officer to join our dynamic call centre team in Lusaka.

At CCS, we are committed to providing the highest standards of customer service. As a Quality Assurance Officer, you will play a crucial role in monitoring, evaluating, and improving the quality of interactions between our agents and customers, directly impacting customer satisfaction and business success.

As a Quality Assurance Officer, you will be responsible for:

Monitoring and evaluating inbound and outbound calls and other customer interactions (e.g., email, chat) to ensure adherence to quality standards, policies, and procedures.
Providing constructive feedback and coaching to call centre agents to enhance their performance and customer service skills.
Identifying training needs and collaborating with trainers and team leads to develop effective coaching strategies.
Analyzing quality trends and reporting findings to management, recommending actionable improvements.
Participating in calibration sessions to ensure consistency in quality scoring across the team.
Contributing to the continuous improvement of quality assurance processes and standards.

What we’re looking for:

Bachelor’s degree in a communication or business-related field.
2-3 years of experience working in a call centre as a quality assessor or call centre supervisor.
Strong team player with excellent people person skills, capable of effectively mentoring the team to deliver expectations.
Strong customer service skills.
Excellent listening skills.

Why work with CCS Ltd?

This is an exciting opportunity to contribute to a culture of excellence and continuous improvement. At CCS, we offer a supportive work environment where your expertise will be valued, and you’ll have the chance to make a tangible impact on our service delivery. If you are detail-oriented, a natural coach, and dedicated to quality, we encourage you to apply!

How to Apply:

Please submit your CV and cover letter to info@clientcaresolutions.co.zm.

Application Deadline: 12th June 2025