Job Purpose

• We are seeking detail-oriented Quality Assurance Agents to uphold our commitment to excellence across all sales and service channels.
• You will be instrumental in monitoring performance, identifying areas for improvement, and ensuring regulatory and quality standards are consistently met.

Key Responsibilities

• Quality Monitoring: Evaluate customer interactions and service delivery to ensure adherence to internal and external quality standards.
• Performance Metrics: Assess services and products against predefined metrics, ensuring compliance and customer satisfaction.
• Reporting: Deliver regular performance updates, highlighting operational challenges and resource needs.
• Continuous Improvement:  Proactively identify and support improvements in QA processes and business operations.
• Internal Engagement:  Participate in internal inspections and collaborate with teams to identify process enhancements.
• Coaching and Feedback:  Provide constructive feedback and training to improve agent performance and customer experience.
• Support: Assist with customer service tasks when needed and ensure timely completion of administrative duties.

Requirements

Competencies

• Accountability & Initiative:  Takes ownership of tasks and strives for excellence.
• Communication:  Communicates clearly and effectively across diverse audiences.
• Collaboration:  Builds strong working relationships to achieve shared goals.
• Analytical Thinking: Reviews data critically and makes sound, confident decisions.
• Planning & Organisation: Manages workload effectively to meet deadlines.
• Technical Proficiency: Basic numerical, computer, and reporting skills required.

Education

• Matric (Grade 12)
• Certificate in Quality Assurance Administration (preferred)

Experience

• Minimum 2 years’ experience in a call centre environment as a QA
• Hands-on experience with QA practices and identifying skill gaps