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Quality Assurance Agent

3 months ago

Durban, KwaZulu-Natal, South Africa Bespoke International Group Full time

Are you passionate about ensuring exceptional customer experiences? Do you have an eye for detail and a strong commitment to maintaining high-quality standards? Join our dynamic team as a Quality Assurance Agent at our thriving international BPO We are seeking dedicated professionals to help us deliver top-notch service to our global clientele.

As a Quality Assurance Agent, you will play a crucial role in maintaining and enhancing our service excellence.

You will be responsible for monitoring and evaluating customer interactions, ensuring they align with predefined quality standards and best practices.

Your attention to detail and analytical skills will help us identify areas for improvement, implement corrective actions, and continually enhance the overall customer experience.


Responsibilities:

  • Assess customer interactions based on predetermined quality standards, performance metrics, and key performance indicators (KPIs).
  • Provide objective feedback to customer service representatives regarding their adherence to quality standards, professionalism, and knowledge of products/services.
  • Generate comprehensive reports on quality evaluation findings, trends, and recommendations for management review.
  • Stay updated on industry trends, best practices, and customer expectations to ensure our service offerings remain worldclass.

Requirements:

  • Matric
  • Proven experience in quality assurance, preferably within a BPO
  • Excellent command of the English language, both written and verbal.
  • Strong analytical and problemsolving skills.
  • Detailoriented with exceptional attention to accuracy.
  • Proficient in using productivity and quality monitoring tools.
  • Ability to provide constructive feedback and coach employees effectively.
  • Excellent communication and interpersonal skills.
  • Ability to thrive in a fastpaced, dynamic work environment.

Benefits:

  • Basic salary
  • Opportunities for career growth and professional development.
  • Collaborative and supportive work culture.
  • Comprehensive training programs to enhance your skills.
  • Excellent work environment.

Salary:
From R5,500.00 per month