Quality Assurance Executive

At Digicel, we are looking for dynamic people to join our growing team. This fantastic opportunity is available and if you have the ability to operate effectively in a fast-paced telecommunication industry and meet the desired requirements; then we would like to hear from you!

We are seeking to hire a highly motivated individual in the role of Quality Assurance Executive to join Customer Care Team based at the Nabua office, reporting to the Customer Care Manager.

Core Responsibilities:

• Establish and refine internal standards for support and call center quality assurance.
• Review a selection of support agents’ interactions across various channels (calls, emails, chats, etc.).
• Evaluate support engagements against predetermined quality benchmarks.
• Provide agents with constructive feedback and guidance during regular meetings.
• Engage in dialogue with agents to elaborate on and clarify feedback.
• Assist in enhancing agent performance through targeted guidance and ongoing support.
• Identify training and onboarding needs and spearhead relevant initiatives.
• Monitor customer service performance at both individual agent and team levels.
• Generate comprehensive reports reflecting support performance.
• Communicate support team performance findings to upper management.
• Participate in calibration sessions to ensure consistency in internal evaluations.
• Foster a positive team culture.

Academic qualifications, Experience & Skill a required for this role:

• Prior experience in customer service quality assurance roles.
• Demonstrated proficiency in analytical abilities.
• Professional certification in with training field will be added advantage.
• Practical experience in quality assurance procedures.
• Strong interpersonal skills, including adeptness in delivering constructive feedback.
• Effective organizational skills and familiarity with goal-setting methodologies.
• Evidence of skill in data visualization and understanding of support metrics.
• Problem-solving acumen to devise impactful strategies for enhancing support quality.

Express your interest for the above role via Digicel’s Careers Page @ https://careers.digicelpacific.com/, no later than 5pm Saturday 17 August 2024. All applications must be attached with a cover letter, most recent resume, referee details and copies of required qualifications. Applicants must apply online via Digicel Website/Careers Page. Hard copy applications or applications sent via emails will not be accepted.

                                         Digicel Fiji (PTE) Limited is an Equal Opportunity Employer