Quality Assessor Jobs

Within a contact centre, the quality assessor job is responsible for ensuring that all agents are compliant with the guidelines of their governing body and company stipulations.  The quality assessor will not usually work on the contact centre floor, but from a remote operations desk in order to accredit agent's telephone calls.

The quality assessor will be required to score calls in order to achieve an overall percentage scoring for that agent. The score sheet usually consists of sections on compliance, customer focus, rapport etc.

A quality assessor will usually need to have some experience of the required industry and governing body in order to ensure that each member of staff is compliant however training is almost always provided for this role as governing guidelines are always changing and can vary from one industry to another.

Job requirements

A Quality Assessor should

• have experience of the required industry and governing body
• have excellent attention to detail
• confident to make quick decisions
• be analytical
• have a mature manner