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2 days ago
Position: Call Center Quality Assessor
Job Location: Malawi
Reporting to: Quality Assurance and Training Manager, Africa
Vacancies265
The team you would join:
The Quality Assessor will work closely with the customer service executives, training team, and customer service team managers to serve existing and potential customers by ensuring the customers are satisfied with the service offered with a great customer experience and equip the customer service executives with the right knowledge and skills for efficiency purposes
Job Location: Malawi
Reporting to: Quality Assurance and Training Manager, Africa
Vacancies265
The team you would join:
The Quality Assessor will work closely with the customer service executives, training team, and customer service team managers to serve existing and potential customers by ensuring the customers are satisfied with the service offered with a great customer experience and equip the customer service executives with the right knowledge and skills for efficiency purposes
Job Summary
- Type: full-time
- Location: Lilongwe
- Category: Customer Service
- Closing Date: 2026-08-03
Key Responsibilities
- Assess agents’ call and ticket interactions based on internal evaluation standards and conduct evaluations with meaningful and constructive feedback.
- Conduct training/calibration sessions to maintain consistency in customer interactions and process compliance Accompany evaluations with meaningful and constructive feedback.
- Analyze all customer interaction and experience metrics, providing insights on interaction trends, process compliance, and team improvement areas.
- Ensure regular training content development from training needs assessment derived from insights and changing business.
- Work with the management team to identify and deliver positive change and business efficiencies and highlight operational risks and areas for improvement.
- Ensuring all clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater to customer satisfaction.
- Regularly keep performance metrics results in check and ensure adequate performance evaluation engagements (One to One), highlighting concerns that impact team performance.
Requirements
- Have 2-3 years of Call Center / Quality Assessor Experience.
- Have a bachelor’s Degree in a Communication or Business-related field.
- Are passionate about positively impacting the lives of rural consumers.
- Are a strong collaborator with great interpersonal skills to mentor your team to deliver on expectations.
- Are comfortable working with PowerPoint and MS Excel?
- Have outstanding customer service skills and dedication to providing exceptional customer care.
- Have exceptional listening and analytical skills.
- Have good knowledge of customer relationships or customer service practices.
- Can adapt well to change and successfully set and adjust priorities as needed.
How to Apply
Interested candidates should send their curriculum vitae and cover letter to corporate.partners82@gmail.com by 03rdAugust 2026.
CRC Recruiting “Building Careers, Delivering Excellence”
“We are an Equal Opportunity Employer”
CRC Recruiting “Building Careers, Delivering Excellence”
“We are an Equal Opportunity Employer”
Frequently Asked Questions
What qualifications, certifications, or education are typically required for a Call Center Quality Assessor role in Malawi?
A diploma or degree, often in business administration, communications, or a related field, is generally preferred. Experience in a call center environment, particularly in a supervisory or quality assurance capacity, is highly valued. Strong analytical skills and attention to detail are also essential.
What are the common day-to-day responsibilities of a Call Center Quality Assessor in a Malawian context?
You would typically monitor call center agents' interactions, provide feedback, and identify areas for improvement in service delivery. This involves evaluating calls against predefined quality metrics, coaching agents, and contributing to training material development. The goal is to ensure consistent high-quality customer service aligned with company standards.
What is the typical work culture and what are the expectations for a Quality Assessor in Malawian call centers?
Malawian call centers often emphasize teamwork, respect, and a diligent work ethic, with punctuality and reliability being highly regarded. Quality Assessors are expected to be fair, constructive, and diplomatic in their feedback, fostering a positive learning environment. Adaptability to changing service standards and a commitment to continuous improvement are also key expectations.
What are the realistic career progression or growth paths for a Call Center Quality Assessor in Malawi?
A Quality Assessor can progress to roles like Quality Assurance Team Lead, Training Manager, or even Operations Manager within a call center. Developing strong analytical and leadership skills can also open doors to broader management roles in customer service or business process improvement. Continuous learning and taking initiative are crucial for upward mobility.
What typical benefits, such as leave, medical aid, or pension, can a Call Center Quality Assessor expect in Malawi?
Standard benefits generally include statutory leave entitlements like annual leave, sick leave, and maternity leave as per Malawian labour laws. Many employers offer basic medical aid schemes, and some larger organizations may provide pension contributions or other welfare programs. The specific benefits package can vary significantly between employers.
How should one apply for this role in Malawi, and what do employers typically look for during the hiring process?
Applications usually involve submitting a detailed CV and a cover letter tailored to the specific role, highlighting relevant experience and skills. Employers look for candidates with demonstrated communication skills, analytical abilities, and a proven track record in customer service or quality assurance. Be prepared for competency-based interviews and potentially practical assessments.