Driving Performance, Elevating Customer Experience
At Digify BPO, we don’t just deliver customer service—we deliver quality customer experiences. As the world’s first Zendesk-centric BPO, we’re obsessed with creating support that’s seamless, insightful, and empathetic. That’s why our Quality Assurance (QA) team is at the heart of everything we do.
Being in QA at Digify isn’t just about ticking boxes—it’s about setting the bar, spotting the gaps, and coaching our teams to meet (and beat) global CX standards.
🔹 1. Expert Knowledge of Zendesk
As a Zendesk-first BPO, our QA team must be fluent in the tools and flows our agents use daily. That means understanding:
- Zendesk ticket workflows
- Macros, triggers, and automations
- SLA handling and escalation paths
- CSAT measurement and internal QA scorecards
🎓 Stay sharp with:
👉 Zendesk Quality Assurance Courses
🔹 2. Attention to Detail and Analytical Thinking
A great QA sees what others miss. You’ll need to:
- Review tickets and conversations with precision
- Analyze agent performance against benchmarks
- Identify both process gaps and training opportunities
- Spot trends in errors and customer sentiment
📈 From scorecards to dashboards, data is your daily language.
🔹 3. Coaching and Communication Skills
Quality isn’t just measured—it’s mentored. As a QA at Digify, you’ll provide actionable, respectful, and motivating feedback that helps agents grow without fear.
You'll run:
- 1:1 coaching sessions
- Group calibration meetings
- QA refreshers and side-by-side reviews
- Recognition of high-performers
🔹 4. Understanding of KPIs & Client SLAs
You’ll be a key player in ensuring we meet both internal standards and external client goals. That means tracking and influencing:
- CSAT
- QA pass rates
- FCR (First Contact Resolution)
- AHT (Average Handle Time)
- Compliance and privacy adherence
🎯 QA is the bridge between customer expectations and agent performance.
🔹 5. Process Improvement Mindset
QA doesn’t just point out flaws—it suggests solutions. You’ll work closely with Ops, Training, and HR to:
- Refine processes
- Standardize best practices
- Contribute to SOP documentation
- Enhance overall quality framework
💡 Got a better way to serve customers? We’re all ears.
🔹 6. Adaptability and Growth-Driven Mindset
At Digify, we work with international clients across industries—from eCommerce and SaaS to telco and financial services. QA professionals must adapt quickly, stay curious, and keep learning.
Be ready to:
- Shift focus between campaigns
- Learn client-specific quality rubrics
- Align with evolving CX trends
- Support onboarding for new accounts
What We’re Looking For:
- 2+ years in QA or support operations (BPO or Zendesk experience preferred)
- Working knowledge of Zendesk or willingness to be certified
- Strong communication, reporting, and coaching skills
- Familiarity with QA tools and scorecard calibration
- Analytical thinker with a customer-first mindset
Why QA at Digify BPO?
✅ Direct Influence on CX – Your work shapes how thousands of customers experience support.
📊 Data-Driven Culture – Use quality to improve performance, not punish people.
🌍 Global Exposure – Collaborate with teams across South Africa, the US, UK, and Australia.
🚀 Room to Grow – Move into team lead, QA manager, or training roles—we grow from within.
📩 Ready to raise the standard of global customer experience?
Reach out to us at info@digifybpo.com or explore www.digifybpo.com for more info.
Quality isn’t a department—it’s a commitment. Join us in making it count.