Junior Quality Assurer

2 weeks ago


Midrand, Gauteng, South Africa iSON Xperiences Full time

Job Title:
BMW - Junior Quality Analyst

Location:
Midrand

Cost Centre:
BMW Johannesburg

Agreement Type:
Permanent

Permanent

Based in Midrand
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To analyze customer interactions and capture insights into the QA tool to ensure an independent, objective and neutral collection of data.

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Main Responsibilities (including but not limited to):

  • Reduce business risk, improving the quality of Call Centre agents' engagements and overall performance.
  • Highlight issues affecting the customer's experience due to behavior, business, process, compliance and technology.
  • Evaluate recorded customer interactions against the dimensions of customer experience, business process and regulatory compliance requirements.
  • Highlight suspected fraud, risk or noncompliance cases when identified.
  • Attend regular calibrations and undergo internal and external audits to ensure accuracy of data assessed.
  • 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.
  • Administer relevant trackers.
  • Document all evaluation feedback in the tool provided for statistical purposes.
  • Monitor transactions for assigned client programs.
  • Consistently demonstrate accuracy in scoring.

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Required skills and competencies

  • Analytical Ability
  • Trouble shooting skills
  • Independent work ethic required
  • Attention to Detail
  • Planning and Organizing
  • Honesty
  • Excellence
  • Teamwork
  • Good listening skills
  • Good time management skills
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Required Qualifications, Knowledge and Experience:
Required Qualifications

  • Matric / NQF Level
  • Minimum 12 years experience as a Quality Assurance Officer
  • Financial Service background


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