Quality Assurance Officer

About the role

The Quality Assurance Officer will monitor and evaluate the quality, timeliness, and effectiveness of customer interactions and lead management across QShelter’s acquisition channels. This independent QA layer ensures leads are properly handled, documented, and progressed through the customer journey.

Key responsibilities

• Monitor and assess customer calls, chats, emails and other interactions against approved quality standards.
• Track lead response times, follow‑up activities and progression through the CRM, escalating unattended or stalled leads.
• Conduct routine QA audits, assess compliance with processes, and recommend improvements.
• Prepare periodic QA reports highlighting trends, exceptions and actionable insights for management.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Management or related field.
• 2–5 years experience in Quality Assurance, Customer Experience, Call Monitoring or Lead Management.
• Experience in high‑volume environments such as fintech, proptech, telecoms or banking is an advantage.

Required skills

• Strong knowledge of CRM systems and lead management processes.
• Proficiency with customer interaction monitoring tools.