About Us

A leading global provider of vehicle telematics, Cartrack is firmly rooted in the belief of being service-centric. It allows us to offer best-in-class quality and financial satisfaction, no matter the size of your fleet or the price of your car. Our proprietary in-house technology provides the best intelligent, actionable data to fleet operators and security for all vehicle owners – across 23 countries over 5 continents.

Job Description

• Monitor and evaluate inbound and outbound calls, emails, chats, and other customer interactions using approved quality scorecards.
• Conduct regular quality audits according to the agreed plan.
• Ensure evaluations are accurate, objective, and consistent with quality standards.
• Identify trends, recurring issues, and compliance risks.
• Provide timely, constructive, and actionable feedback to agents and Team Leaders.
• Participate in coaching sessions and calibration meetings to ensure evaluation consistency.
• Monitor improvement plans and follow up on identified performance gaps.
• Recognize best practices and share them across teams.
• Ensure agents comply with company policies, client requirements, data privacy regulations, and call handling procedures.
• Identify critical compliance failures and escalate them promptly.
• Support internal and external quality audits.
• Prepare daily, weekly, and monthly quality reports.
• Analyze quality trends and identify root causes of performance issues.
• Present findings and recommendations to Operations and Leadership teams.
• Track quality KPIs and improvement initiatives.
• Recommend process improvements that enhance customer experience and operational efficiency.
• Support updates to quality scorecards, SOPs, and knowledge base documentation.
• Partner with Training, Operations, and Workforce Management teams to improve service delivery

Requirements

• Bachelor’s degree in Business Administration, Customer Service, Communications, or a related field.
• 2–3 years’ experience in a call center environment.
• At least 1 year of experience in Quality Assurance, Quality Monitoring, or Team Leadership is preferred.

• Monitor and evaluate inbound and outbound calls, emails, chats, and other customer interactions using approved quality scorecards.
• Conduct regular quality audits according to the agreed plan.
• Ensure evaluations are accurate, objective, and consistent with quality standards.
• Identify trends, recurring issues, and compliance risks.
• Provide timely, constructive, and actionable feedback to agents and Team Leaders.
• Participate in coaching sessions and calibration meetings to ensure evaluation consistency.
• Monitor improvement plans and follow up on identified performance gaps.
• Recognize best practices and share them across teams.
• Ensure agents comply with company policies, client requirements, data privacy regulations, and call handling procedures.
• Identify critical compliance failures and escalate them promptly.
• Support internal and external quality audits.
• Prepare daily, weekly, and monthly quality reports.
• Analyze quality trends and identify root causes of performance issues.
• Present findings and recommendations to Operations and Leadership teams.
• Track quality KPIs and improvement initiatives.
• Recommend process improvements that enhance customer experience and operational efficiency.
• Support updates to quality scorecards, SOPs, and knowledge base documentation.
• Partner with Training, Operations, and Workforce Management teams to improve service delivery

• Bachelor’s degree in Business Administration, Customer Service, Communications, or a related field.
• 2–3 years’ experience in a call center environment.
• At least 1 year of experience in Quality Assurance, Quality Monitoring, or Team Leadership is preferred.