The Role

We’re seeking a Dispatch Quality Assurance Analyst with a sharp eye for detail, to monitor dispatch calls and ensure high customer care, empathy, and active listening standards. This role requires adept data input skills and the ability to derive insights from reports. You will:

• Review all incoming emergency calls
  • Assess the quality of interactions against predefined criteria, ensuring a high level of customer care and satisfaction.
  • Analyse call data to identify trends and patterns.
  • Pinpoint areas for enhancement in dispatch processes
• Track and report on key performance indicators (KPIs), including call quality and customer satisfaction metrics.
• Flag and escalate critical issues to the appropriate team lead for a swift resolution.
• Collaborate with cross-functional teams to refine dispatch protocols and procedures, fostering continuous improvement in service delivery.

Requirements

• 3+ years of proven experience in quality assurance, preferably in a customer service or call centre environment.
• A bachelor’s degree in a relevant field such as business administration, communications, or a related field is preferred.
• Exceptional attention to detail and ability to accurately input and analyze data.
• Strong communication skills, both written and verbal, to effectively convey insights and collaborate with team members.
• Ability to work independently and efficiently, listening to numerous calls daily while maintaining focus and accuracy.
• Proficiency in Microsoft Office suite and experience with data analysis tools preferred.
• A keen interest in promoting customer satisfaction and continuous improvement within the dispatch centre.

What will make you stand out

• Previous experience in emergency dispatch or related fields, providing insight into the unique challenges and demands of the role.
• Certification in quality assurance methodologies or relevant training in customer service excellence.
• Demonstrated ability to derive actionable insights from data analysis and effectively implement process improvements.
• Strong problem-solving skills, with the capacity to identify root causes of issues and propose effective solutions.
• Experience working with call monitoring software or other tools used for quality assurance purposes.
• A proactive and adaptable mindset, able to thrive in a fast-paced environment and quickly adapt to evolving priorities and challenges.