Quality Assurance Specialist needed at iKhokha

Job Description

• Do you take pride in driving quality and ensuring things run like clockwork? We’re looking for an experienced Quality Assurance Specialist to join our Inbound Sales Team ensuring that every interaction meets the highest levels of quality and efficiency. 
• Your keen eye for detail and analytical mindset will help drive our sales team’s success to new heights! 

So, what will you do?  

• As a Quality Assurance Specialist you will be  responsible for monitoring and auditing calls to ensure that client interactions and sales approaches align with company standards, excellent sales practices and an exceptional brand experience.  
• Using a scorecard system, you’ll evaluate call performance, provide detailed reports and collaborate with the Sales Trainer & Inbound Sales Team Leaders to support continuous improvement and enhance the overall iKhokha sales experience. 

In addition to the above, you will:  

• Perform call monitoring on calls within the Inbound Sales Team. 
• Perform chat monitoring on all WhatsApp/chats within the Inbound Sales team 
• Perform email monitoring on all HubSpot within the Inbound Sales team 
• Set clear QA goals and targets in line with Sales Trainers goals and objectives. 
• Daily check ins with the team to understand their QA requirements and report back on any findings and communicate if training is required 
• Participate in Customer listening programs to identify customer needs and expectations. 
• Ensure all coaching’s, trainings, process and etiquette are practiced on all forms of communication. 
• Ensure no misinformation or misconduct on any form of miscommunication 
• Through effective listening, identify areas of improvement. 
• Verify that the Inbound Sales Specialist is providing accurate product information. 
• Ensure Inbound Sales Specialist adheres to call back schedules and the sales process. 
• Identify positive and negative trends of Inbound Sales Specialists (broken down by team). 
• Logging the QA results on various systems and spreadsheets as required. 
• Create a QA scorecard and Phonetics guideline for Inbound Sales Specialists to adhere to  
• Coordinates with Inbound Team Leaders and Managers to ensure an appropriate number of audits are performed for each Inbound Sales Specialist. 
• Escalate urgent queries that require input from senior management. 
• Ensure proper escalations when any systems or tools are down and that proper communication is rendered to the Team Leader and Line Manager. 
• Provide Daily, Weekly and Monthly reporting to Inbound Sales Specialists and relevant Line Mangers  
• Provide reports and updates on feedback to Line Managers post sessions. 

Qualifications:  

• Minimum of a matric qualification. 

Deal Breakers:  

• 2+ years call centre experience in a and Quality assurance role 
• 2+ years customer service experience 
• High attention to detail and exceptional active listening skills 
• Solid understanding of a Quality Assurance process 
• Call Centre Quality Assurance knowledge is a must 
• QA Scorecard Creation and Development 
• Telesales, customer service, FICA