Quality Assurance Officer 

Works closely with Sales Director for Africa Ensure the efficiency of the workflow of call center operators Sets goals and monitors their achievements; Organizes and optimizes the workflow; Trains and motivates subordinates; Engaged in sales promotion activities; Prepares reports. Ensure agent handling of customer contacts meets performance, efficiency and quality requirements. Control the KPI values of the group's work and take measures in case of deviations of KPI from the allowable values. Tell operators administrative and technical support - within their sector of responsibility. Monitor compliance with production discipline by operators. Form a positive psychological climate in the subordinate group and ensure the loyalty of operators to the organization.

Conducted regular internal audits to assess compliance with quality standards. Identified deviations, non-conformities, and areas for improvement. Collaborated with cross-functional teams to address issues and implement corrective actions. Maintained accurate records of audits, assessments, and quality-related activities. Generated detailed reports outlining findings, recommendations, and action plans. Communicated audit results and quality metrics to relevant stakeholders. Developed, implemented, and maintained quality assurance policies, procedures, and guidelines. Ensured that all products, services, and processes met or exceeded established quality standards and regulatory requirements. Give Hot-Seat to operators to improve and maintain quality standards