Quality Assurance Vacancy


Main Purpose of Position:

To analyse customer interactions and capture the insights into the Genii tool to ensure an independent, objective and neutral collection of data.

Main Responsibilities (including but not limited to):

  • Reduce business risk, improving the quality of call centre agents’ engagements, and overall performance.
  • Focus on driving improvements in the customers’ experience for both sales and service environments.
  • Highlight issues affecting the customer’s experience due to behaviour, business, process and technology.
  • Evaluate recorded customer interactions against the dimensions of customer experience, business process and regulatory compliance requirements.
  • Highlight suspected fraud, risk or non-compliance cases when identified.
  • Attend regular calibrations and undergo internal and external audits to ensure accuracy of data assessed.
  • Capture feedback on Agents performance with reference to the quality of calls assessed against defined evaluation criteria.
  • Capture the identified gaps in current quality delivery and performance.
  • implement quality related methodologies and initiatives to attain targets and goals.
  • Participate in meetings and presentations or other designated special projects assigned by management.
  • Accurate logging of data to guarantee accurate reporting.
  • Accurate logging of all call evaluations, breaches and alerts.
  • Administer relevant trackers.
  • Document all evaluation feedback in the tool provided for statistical purposes.
  • Monitor transactions for assigned client programs.
  • Use appropriate quality forms and definitions for assigned programs.
  • Use quality monitoring tools, systems, and processes as directed.
  • Adhere to monitoring requirements to meet sampling objectives.
  • Consistently demonstrate accuracy in scoring.
  • Participate in internal and client calibration efforts as directed.
  • Maintain knowledge and understanding of assigned client program’s products and processes through ongoing training and handling end-user transactions.
  • Identify trends as observed through monitoring efforts, communicate those to management, and participate in problem solving process.

Required Qualifications, Knowledge and Experience:

Required Qualifications

  • Matric
  • Some college would be advantageous

Required Work Experience

  • Minimum 1-year experience as a Quality Assurance Officer

Job Types: Full-time, Contract

Salary: R6,500.00 to R10,000.00 /month

Experience:

  • Quality Assurance Officer: 1 year (Preferred)


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