Call Center Quality and Performance Officer

About the role

The Call Center Quality and Performance Officer ensures that all inbound and outbound call activities meet the highest standards of service and accuracy. Reporting to the CRM Manager, this role monitors call quality, audits CRM data, and provides actionable insights to improve agent performance and customer satisfaction.

Key responsibilities

• Monitor daily call volumes, waiting times, service levels and ensure follow‑up actions are completed on schedule.
• Listen to recorded calls, evaluate them against a standardized Call Quality Scorecard, and give constructive feedback to agents.
• Audit daily customer follow‑up lists, verify CRM notes for completeness, and correct any missing or duplicated information.
• Extract, clean, organize and analyze call center and CRM data to produce daily, weekly and monthly performance reports.
• Identify operational issues, data quality problems and recommend corrective actions to the CRM Manager.

Required profile

• 3–5 years of experience in call center quality monitoring, performance analysis or CRM auditing.
• Mid‑level professional comfortable working with large data sets and reporting tools.
• Strong attention to detail and ability to spot trends and gaps in service delivery.

Required skills

• Proficiency with CRM systems.
• Experience using call monitoring and quality assessment tools.
• Data extraction, cleaning and analysis capabilities (e.g., Excel or similar).