Quality Assurance Analyst (Call Center) at Mwanga

Job Summary

We are seeking a detail-oriented and performance-driven Quality Assurance (QA) Analyst to support our Customer Support Call Center operations. The successful candidate will be responsible for monitoring agent interactions, evaluating service quality, identifying performance gaps, and driving continuous improvement through coaching, feedback, and data-driven insights. This role is critical to maintaining high customer service standards and ensuring agents consistently meet operational and quality benchmarks.

Key Responsibilities

• Monitor and evaluate customer interactions (calls) in line with quality standards and KPIs
• Conduct call evaluations, calibration scoring, and quality audits
• Prepare and analyze internal and external quality assurance reports for management review
• Track and manage quality performance data at individual and team levels using QA tools and reporting systems
• Identify skill and performance gaps and support targeted coaching, refresher, or corrective training
• Facilitate and participate in call calibration sessions with agents and team leads
• Conduct regular agent feedback sessions and provide actionable insights to Team Leaders and Managers
• Coach and counsel agents on performance and behavioral improvement to enhance customer experience
• Support continuous improvement initiatives through structured meetings, documentation, and follow-up actions

Requirements / Qualifications / Skills

• Minimum of B.Sc. / HND Qualification.
• 2 - 3 years’ experience as a call center quality assurance analyst.
• Previous experience in customer service will be an added advantage
• A strong communicator who can collaborate with agents, team leads, and management
• Proficient use of Microsoft Suit especially Excel for reporting.
• Good understanding of call center KPIs, quality frameworks, and customer service standards
• Ability to work effectively in a 12-hour rotational shift system.
• Proximity to Maryland and its environs.

Qualified and interested candidates should fill the google form attached below, please attach updated CV