Cartrack Job Vacancy — Quality Analyst
Job Overview
Cartrack Job Vacancy — Quality Analyst
Position: Quality Analyst
Cartrack Tanzania Limited
Dar es-Salaam
Duties and Responsibilities
- Monitor and evaluate inbound and outbound calls, emails, chats, and other customer interactions using approved quality scorecards.
- Conduct regular quality audits according to the agreed plan.
- Ensure evaluations are accurate, objective, and consistent with quality standards.
- Identify trends, recurring issues, and compliance risks.
- Provide timely, constructive, and actionable feedback to agents and Team Leaders.
- Participate in coaching sessions and calibration meetings to ensure evaluation consistency.
- Monitor improvement plans and follow up on identified performance gaps.
- Recognize best practices and share them across teams.
- Ensure agents comply with company policies, client requirements, data privacy regulations, and call handling procedures
- Identify critical compliance failures and escalate them promptly.
- Support internal and external quality audits.
- Prepare daily, weekly, and monthly quality reports.
- Analyze quality trends and identify root causes of performance issues.
- Present findings and recommendations to Operations and Leadership teams.
- Track quality KPIs and improvement initiatives.
- Recommend process improvements that enhance customer experience and operational efficiency.
- Support updates to quality scorecards, SOPs, and knowledge base documentation.
- Partner with Training, Operations, and Workforce Management teams to improve service delivery
Requirements
- Bachelor’s degree in Business Administration, Customer Service, Communications, or a related field.
2–3 years’ experience in a call center environment. - At least 1 year of experience in Quality Assurance, Quality Monitoring, or Team Leadership is preferred
How to Apply
Company Information
- Total Jobs 36 Jobs
- Location Tanzania
