We are seeking a detail-oriented Quality Assurance Officer responsible for monitoring customer interactions, evaluating service quality, identifying improvement areas, and ensuring compliance with the clinic’s customer service standards.

V Key Responsibilities

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• Monitor customer care calls, WhatsApp conversations, social media interactions, and client communication channels.
• Evaluate all customer interactions based on service quality standards, professionalism, accuracy, response time, and communication skills.
• Identify service gaps, recurring complaints, and customer experience improvement opportunities.
• Track customer feedback, satisfaction levels, complaints, and service recovery actions.
  Ensure compliance with communication procedures, escalation processes, and clinic standards.
  Prepare quality reports and share insights with Management.
  Maintain confidentiality of client and company information.
  Support continuous improvement of customer experience processes.

V Key Requirements

• Bachelor’s Degree in Business Administration, Communication, Marketing, Quality Management, or a related field.
• Minimum of 1 year experience in Quality Assurance, Customer Experience, Call Centre Operations, Customer Care, or a related role.
• Strong analytical and evaluation skills with attention to detail.
• Excellent communication and report-writing skills
• Ability to objectively assess staff performance and provide constructive feedback.
• Strong understanding of customer service principles and client experience management.
• Proficiency in Microsoft Office, especially Excel for tracking and reporting.
• Experience with CRM systems, call monitoring tools, or customer feedback platforms is an added advantage.
• Ability to work independently with strong integrity and professionalism.