Quality Assurance Specialist

2 weeks ago


Centurion, Gauteng, South Africa CLC Full time

CLC is looking for Quality Assurance Specialist to integrate quality into the business by ensuring that every customer contact is a demonstration of absolute dedication towards providing first time ideal solutions for the satisfaction of customers immediate and future needs.


To ensure call quality improves incrementally to reach a standard of 90% per call per consultants (target set by organization).

To ensure the consistent implementation of company standards and procedures.

Duties includes but not limited to:

  • Evaluate Calls as per agreed ratio and method, within turnaround time.
  • Effectively coach consultants on service gaps identified and how to close them.
  • Conduct quality and coaching workshops as regularly as required.
  • Ensure that policies and procedures are up to date, accurate and easily accessible to all relevant parties.
  • Provide coaching service to team leaders and customer experience ambassadors in your portfolio to ensure that QA gaps identified are addressed.
  • Provide support structure to the Learning and Development team by feeding back training performance trends and identifying quality gaps.
  • Working closely with the Learning and Development team in developing training needs analysis and assist in the delivery of training.

Minimum Requirements are:

1. 2-3 years Training Experience

  • Excellent verbal, written and interpersonal communication skills.
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Solid time management skills.
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel).
  • Bi-lingual a plus.
  • Ability to pay attention to detail.

Salary:
R22, R26,000.00 per month

Salary:
R22, R26,000.00 per month

Ability to commute/relocate:

  • Centurion, Gauteng: Reliably commute or planning to relocate before starting work (required)


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