CENTRE QUALITY ASSURANCE OFFICER – Vuvale Outsourcing, a BDE Group company

Job Description & Skills/Qualifications Required

Vuvale Outsourcing in Suva is seeking a Quality Assurance Officer to join our dynamic call centre and play a pivotal role in delivering excellent customer experiences.  

As a Quality Assurance Officer, you will be responsible for monitoring, evaluating, and improving the quality of service provided by our team. Your insights will directly impact our commitment to excellence and customer satisfaction.

In Fiji, we operate a professional purpose fitted work environment in Nabua Suva, with local Human Resources management. You will be a part of the 50+ strong Vuvale team, but also part of an overall international team.

DETAILS:
Location: Suva, Fiji
Basis: Permanent Full-time
Roster: Monday to Friday – approx. 9am – 6pm

Key Responsibilities

• Conduct regular audits of call recordings to assess adherence to quality standards.
• Provide detailed feedback to agents and team leaders to drive performance improvements.
• Develop and update quality assurance guidelines and scoring criteria.
• Collaborate with trainers to address skill gaps and align training programs with quality requirements.
• Analyse data to identify and recommend actionable solutions to enhance service delivery.
• Prepare and present reports on quality performance metrics.

Requirements

Experience

Minimum 2 years’ experience in a Quality Assurance role, preferably within a call centre environment.

Skills

• Strong analytical skills and attention to detail.
• Excellent communication and interpersonal abilities.
• Ability to work collaboratively in a fast-paced setting.

Benefits:

• Competitive salary
• Collaborative and supportive work environment.
• Health benefits.  

Interviews commence immediately.