Company: Bayport Financial Services Tanzania

Location: Remote / Work from Home

Industry: Financial Services / Customer Experience & Quality Assurance

Job Type: Full-Time / Remote

Positions Available: 5

Job Overview

Bayport Financial Services is looking five detail-oriented and analytical Call Evaluators to join its quality assurance team in a fully remote capacity. The successful candidates will be responsible for reviewing recorded customer interactions, monitoring service delivery against established quality benchmarks, auditing policy compliance, and providing actionable feedback to elevate customer service performance and operational standards.

Key Responsibilities

• Quality Assurance Auditing: Listen to and evaluate recorded customer support calls against established operational and service quality standards.
• Performance Assessment: Assess agent communication clarity, professionalism, procedural accuracy, empathy, and issue-resolution effectiveness.
• Feedback & Reporting: Identify quality gaps, prepare comprehensive call assessment reports, and provide constructive feedback to support continuous agent coaching.
• Compliance & Trend Analysis: Monitor strict compliance with internal company policies, customer service guidelines, and regulatory requirements while flagging recurring operational issues.
• Data Management & Confidentiality: Maintain meticulous assessment records using reporting tools while ensuring absolute confidentiality of sensitive customer data and call recordings.

Requirements & Qualifications

• Diploma or Bachelor’s degree in Business Administration, Communications, or a related field.
• Prior experience in call evaluation, quality assurance (QA), customer service, or call center operations is a distinct advantage.
• Exceptional active listening, analytical, and objective assessment skills.
• High level of attention to detail and ability to operate independently in a remote work environment.
• Proficiency in Microsoft Excel and standard quality reporting tools.

• Listen to and evaluate recorded customer support calls against established operational and service quality standards.
• Assess agent communication clarity, professionalism, procedural accuracy, empathy, and issue-resolution effectiveness.
• Identify quality gaps, prepare comprehensive call assessment reports, and provide constructive feedback to support continuous agent coaching.
• Monitor strict compliance with internal company policies, customer service guidelines, and regulatory requirements while flagging recurring operational issues.
• Maintain meticulous assessment records using reporting tools while ensuring absolute confidentiality of sensitive customer data and call recordings.

• Exceptional active listening
• Analytical and objective assessment skills
• High level of attention to detail
• Ability to operate independently in a remote work environment
• Proficiency in Microsoft Excel and standard quality reporting tools

• Diploma or Bachelor’s degree in Business Administration, Communications, or a related field.
• Prior experience in call evaluation, quality assurance (QA), customer service, or call center operations is a distinct advantage.