The Quality Assurance team plays a key role in ensuring your business goals are met, through the following functions:

• Call monitoring sessions conducted for the Sales Agents to ascertain and measure call quality 
• Providing required feedback and coaching of Sales Agents to enhance their capabilities
• Tape monitoring and digital recording of calls for further reference and training purposes
• Quality Verification of each 'sale' achieved prior to forwarding to the client
• Coordination with the Operations Team and filtering of quality feedback to the Sales Agents 
• Coordination with the Training Team for further training and refresher modules for the Sales Agents 
• Recording and maintaining quality reports and files of each Sales Agent for reference and performance analysis
• Designing Incentive plans to motivate Sales Agents to even greater quality