Quality Assurer

2 weeks ago


Northern Suburbs, South Africa Tenacity Financial Services Full time

MAIN PURPOSE OF THE JOB:

  • 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 uptodate and ontime 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

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 1
  • Exposure to the QA environment will be advantages
  • Must be numerate and have strong attention to detail

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