Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.
The Quality Assurance & Training Analyst ensures operational excellence through comprehensive quality monitoring, training delivery, and performance development across eCommerce and Customer Service accounts. This role combines quality assurance oversight, training facilitation, nesting support, and hands-on workflow coverage to maintain minimum 95% quality standards and drive continuous improvement.
Job Summary
- Employer: Centrecom Fiji
- Job Type: Full-time
- Location: Suva, Fiji
- Category: Quality Assurance
- Closing Date: 2026-09-29
Key Responsibilities
- Conduct minimum 2 quality evaluations per workflow per agent weekly across all channels
- Apply consistent scoring methodologies for technical accuracy, compliance, soft skills, and customer experience
- Maintain minimum 95% quality standard across all monitored interactions
- Document all evaluations in QA Verifications Tracker within 24 hours
- Perform targeted monitoring for underperforming agents (lower quartile and failing quality over 2 consecutive weeks)
- Handle agent disputes on evaluation scores professionally and objectively within 24 hours
- Identify strengths and improvement opportunities through systematic analysis
- Facilitate and participate in mandatory calibration sessions every fortnight/ month:
- Internal Calibration: With QA, Team Leads, and Training & Quality Manager, Campaign Coordinator/ Client Service Manager (minimum 1 per fortnight)
- External Calibration: With Clients and Internal Stakeholders (minimum 1 per fortnight)
- Align scoring standards across evaluators and ensure consistency
- Discuss edge cases and document calibration outcomes
- Maintain 95% inter-rater reliability through continuous alignment
- Design and deliver comprehensive onboarding programs (induction training)
- Facilitate refresher training and upskilling sessions for existing agents
- Create engaging training materials: presentations, job aids, quick reference guides, e-learning modules
- Conduct closed-book assessments for all induction and refresher training (mandatory)
- Achieve minimum 95% passing rate on all training assessments
- Update training calendars quarterly and publish to relevant stakeholders 3 months in advance
- Manage LMS content: uploads, updates, course resets, and version control
- Adapt delivery for classroom, virtual, and one-on-one formats
- Update materials within 5 business days of policy or process changes
- Provide dedicated support during nesting period (first 2-4 weeks post-training)
- Conduct daily check-ins with new hires during nesting phase
- Monitor live interactions and provide real-time coaching and feedback
- Track nesting metrics: quality accuracy, handle time, first contact resolution
- Conduct mid-nesting and end-of-nesting assessments
- Determine readiness for independent work based on performance criteria
- Ensure 90% of new hires complete nesting within designated timeframe
- Conduct structured coaching sessions based on evaluation findings
- Implement Performance Improvement Plans (PIPs) for agents scoring below 95% for 2 consecutive weeks
- Provide real-time feedback during live monitoring sessions
- Document all coaching interactions in QA CRM within 24 hours
- Track post-coaching performance improvements and effectiveness
- Collaborate with Operations Leads to close performance gaps
- Escalate persistent performance issues through appropriate channels
- Ensure 100% PCI DSS compliance across all customer interactions
- Conduct regular compliance audits on data handling, security protocols, and adherence to policies
- Track error patterns and identify systemic issues requiring intervention
- Escalate critical compliance risks within 24 hours to relevant stakeholders, clients and management
- Maintain current knowledge of regulations, policies, and industry best practices
- Handle customer complaints requiring QA review and thorough investigation
- Verify adherence to brand tone, guidelines, and communication standards
- Maintain cross-training certification on minimum 2 eCommerce accounts
- Dedicate minimum 2 hours per week on live workflow for knowledge retention
- Provide workflow coverage during agent absences, peak periods, or escalations
- Stay current on account-specific processes, products, system updates, and FAQs
- Participate in account-specific meetings, briefings, and client communications
- Maintain 95% quality standard while performing workflow coverage duties
- Generate weekly quality reports covering:
- Quality monitoring results and trends
- Error analysis by category and frequency
- Calibration outcomes and alignment metrics
- Compliance audit findings and risk identification
- Produce monthly training reports including:
- Training completion and attendance statistics
- Assessment pass rates and knowledge retention metrics
- Post-training performance improvement data
- Nesting success rates and time-to-proficiency
- Track correlation between training interventions and quality improvements
- Maintain 98% data accuracy across all reports and documentation
- Identify skill gaps and recommend targeted training solutions
Requirements
- 2+ years of experience in Quality Assurance and/or Training (contact center environment)
- Experience with eCommerce or customer service operations
- Strong coaching, feedback, and facilitation skills
- Proficient in MS Office, CRM systems, and LMS platforms
- Understanding of PCI DSS compliance standards
- Ability to handle disputes and complaints objectively
- Excellent analytical and reporting skills
- Experience conducting calibration sessions with clients
- Multi-account management experience
- Background in cross-functional team collaboration
- Experience with workflow coverage and hands-on customer service delivery
How to Apply
Frequently Asked Questions
What qualifications or certifications do I need to become a Quality Assurance & Training Analyst in Fiji?
Most employers require a bachelor's degree in business, IT, or a related field, plus experience in quality assurance or training roles. Certifications like Six Sigma, ISO 9001, or TESOL/TEFL for training are highly valued. Call centre experience in Fiji is often preferred given Centrecom's industry focus.
What are the typical day-to-day responsibilities of this role?
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Join NowYou will monitor and evaluate customer interactions against quality standards, identify performance gaps, and design training programs to address them. Daily tasks include call calibration sessions, coaching agents, and preparing reports for management. You may also develop e-learning content and facilitate workshops for new and existing staff.
How does the work culture in Fiji affect this QA and training role?
Fijian workplaces emphasize respectful communication and team harmony, so feedback delivery must be diplomatic and relationship-focused. Hierarchical structures are common, meaning you will collaborate closely with supervisors and managers rather than working in isolation. Flexibility with island time and understanding of local customs will help you succeed.
What career progression opportunities exist for QA and Training Analysts in Fiji?
With experience, you can advance to Senior QA Analyst, Training Manager, or Operations Manager roles within BPO companies. Some professionals transition into workforce management or customer experience strategy positions. International BPO employers in Fiji often provide pathways to regional or global roles.
What benefits should I expect from employers in Fiji for this type of role?
Standard benefits include annual leave, sick leave, and public holiday entitlements as mandated by Fiji law. Many BPO employers offer medical aid, life insurance, and FNPF contributions. Some provide transport allowances, meal subsidies, or performance bonuses, though specifics vary by employer.
How should I apply for QA and Training Analyst positions in Fiji, and what do employers look for?
Apply through job portals like LinkedIn, Fiji Times Classifieds, or directly on company career pages. Employers seek candidates with strong analytical skills, proficiency in quality monitoring tools, and excellent English communication abilities. Highlight your experience in call centre environments and any training or coaching background in your application.