The detail:

Feedback to be sourced through call audits, and systems research and audits, and will provide trend or anomaly insights, based on analysis of:

• Meeting of SLA requirements, and deadlines, specific to project requirements.
• Accuracy in reporting of dialer behavior issues as indicated in company compliance policies and procedures.
• Independently prepares and submits reports of results.
• Prepare, presents, discusses, and communicates accurate report findings with senior management.
• Prepares investigation schedules, manages calendar, manages own feedback in meetings, facilitates retrieval of information required for audit purposes.

Audits

• Prepare audit reports and participate in reviews of reports.
• Set up meetings to review audit reports with the business.
• Pre-audit data/information requirements for upcoming audit engagements.

Requirements

Are you this person?

• Do you have a Matric and/or tertiary qualification?
• Are you willing to work flexible shifts, dependent on operational requirements?
• Do you have a minimum of 2 years QA experience in a Call Centre environment?
• Do you have QA Audit and coaching experience?
• Are you a MS Excel fundi? (Pivots, v lookups, formulas)
• Are you as fanatical about attention to detail as we are?
• Target and results-driven, excellent communicator (English) and listener, good time management and patience – does this sound like you?