Job title : Quality Assurer (Northern Suburbs (Cape)
Job Location : Western Cape, Cape Town
Deadline : November 03, 2024
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MAIN PURPOSE OF THE JOB:
- To maintain the quality assurance processes within the Call Centre to ensure that all areas of quality are monitored including methods representing the brand via email, fax and telephone communication
- To attend quality assurance calibration sessions to ensure consistency of monitoring and evaluation processes
- Assist the training department where required to support the overall Quality assurance process
- To build an open, honest and transparent route of communication between Quality Assurers, Agents, Team Managers, and Management for overall quality improvement management
KEY ACCOUNTABILITIES:
- Perform quality assessments, Agent coaching (where required) and inform Team Managers and Management of findings
- Participate in the design of quality assurance formats and quality standards
- Use quality monitoring data to report quality performance at team and individual level
- Provide coaching feedback to Agents on quality assurance outputs
- Provide feedback to Team Managers and Managers on the coaching
- To provide up-to-date and on-time quality assurance statistics to manage the Contact Centre outputs enabling the delivery of superior customer service within SLA targets for Operations areas
- Assist Compliance with interaction monitoring for compliance related items
Requirements
Technical and Functional Knowledge and Skills:
- Fluency in Zulu, Xhosa or Tswana is a requirement
- Understanding of the Retail Credit Account Management business
- Strong communication (both verbal and written) and customer service skills
- Computer literate
- Ability to work in a highly competitive and dynamic environment
- Efficient in Microsoft Office
Essential Qualifications and Experience:
- Must have a Senior Certificate – Grade 12
- Exposure to the QA environment will be advantages
- Must be numerate and have strong attention to detail
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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