Head of Quality Assurance-

Found in: beBee jobs ZA - 2 weeks ago


Umhlanga Durban, South Africa Talksure Full time

At GBS Support Services, the primary objective is to guarantee a uniform brand experience across every customer interaction while ensuring agents consistently deliver quality service aligned with our organizational objectives. This involves crafting a cutting-edge Call Center quality monitoring strategy aimed at enhancing and maintaining high levels of customer satisfaction.

JOB RESPONSIBILITIES

Monitoring Customer Interactions:

Oversee call monitoring processes to gather actionable insights and improve agent performance.
Adapt monitoring methods as the quality assurance process evolves to identify and implement improvements.

Driving Innovation and Process Optimization:
Continuously optimize existing processes to boost efficiency and effectiveness.
Harness AI-powered speech analytics to automate tasks and conduct real-time quality monitoring, fostering innovation.

Designing Evaluation Programs:
Develop evaluation programs aimed at maximizing Call Center output and productivity.
Ensure these programs uncover root causes of issues, propose actionable solutions, and provide insights for performance enhancement.

Enhancing Overall Call Center Efficiency:
Integrate human and artificial intelligence to understand not just when, but why call states change, facilitating targeted service level improvements.

Tracking Industry Trends:
Stay informed about campaign performance and industry trends, serving as a key source of industry insights.
Utilize 'voice of customer' analytics to extract valuable business insights.

Conducting Calibration Sessions:
Lead calibration sessions to align stakeholders on operational objectives.
Use these sessions to address emerging issues, trends, and industry developments, ensuring operational excellence.
MINIMUM QUALIFICATIONS AND EXPERIENCESMatricRelevant degree requiredProven track record of analytical skills5-8 years' experience in the Quality Assurance Management experience within a call centre.In-depth knowledge of quality assurance principles, methodologies, and best practices specific to the contact center industry, including call monitoring, evaluation techniques, and quality improvement processes.Intermediate level for MS OfficeStrong written communication capabilities.BEHAVIOUR AND COMPETENCIES REQUIREDAnalytical Excellent problem solvingOrganisational AwarenessExcellent written and verbal communicationCustomer Service OrientatedSelf-ManagementGood stress managementExcellent planningOrganisedResults OrientatedGood resource management skillsGood people management skillsRemuneration: A market related package including benefits.

NB: Thank you for choosing Talksure as your employer of choice. Please note that if you do not hear from us within 14 working days after the closing date of the advert, please regard your application as unsuccessful. We wish you well in your future endeavors.


  • Head of Quality Assurance-

    Found in: beBee S ZA - 3 weeks ago


    Umhlanga, Durban, South Africa Talksure Full time

    At GBS Support Services, the primary objective is to guarantee a uniform brand experience across every customer interaction while ensuring agents consistently deliver quality service aligned with our organizational objectives. This involves crafting a cutting-edge Call Center quality monitoring strategy aimed at enhancing and maintaining high levels of...


  • Durban, South Africa Educor Full time

    **Quality Assurance Manager ( Academics) ( JB2899)**: Durban, Kwa Zulu Natal - Education **Quality Assurance Manager ( Academics) ( JB2899)** **Pinetown, Durban** **Market Related** Oversee and facilitate an environment for the management of quality related to academic processes at head office level as well as delivery site...


  • Durban, South Africa Kontak Recruitment SA Full time

    Durban, Kwa Zulu Natal - Education **Quality Assurance Manager ( Academics) ( JB2899)** **Pinetown, Durban** **Market Related** Oversee and facilitate an environment for the management of quality related to academic processes at head office level as well as delivery site level. **Requirements**: Minimum of master’s degree, preferably in quality...

  • Quality Assurance Officer

    Found in: beBee jobs ZA - 2 weeks ago


    Durban, KwaZulu-Natal, South Africa W&RSETA Full time

    W&RSETA's job vacancy, Career and RecruitmentJob title : Quality Assurance Officer jobs in KwaZulu-NatalJob Location : KwaZulu-Natal, DurbanDeadline : May 04, 2024Quick Recommended LinksJobs by LocationJob by industries The role of this position is to:To provide a professional, efficient and effective quality assurance function and service on W&RSETA...


  • Umhlanga, South Africa Bloom Financial Services Full time

    Bloom’s Quality Assurance Consultants need to be highly skilled individuals, tasked with assessing 100% of insurance sales and retentions, and some non-sales interactions from various departments. - Ensure that all quality and compliance requirements are met. - Ensure all customer information is captured accurately. - Ensure that all reported sales are...

  • Quality Assurance Officer

    Found in: beBee S ZA - 2 weeks ago


    KwaZulu-Natal, Durban, South Africa W&RSETA Full time

    W&RSETA’s job vacancy, Career and Recruitment Job title : Quality Assurance Officer jobs in KwaZulu-Natal Job Location : KwaZulu-Natal, Durban Deadline : May 04, 2024 Quick Recommended Links Jobs by Location Job by industries The role of this position is to: To provide a professional, efficient and effective quality assurance function and service on...

  • Quality Assurance Officer

    Found in: Talent ZA C2 - 3 weeks ago


    Durban, South Africa Hire Resolve Full time

    Hire Resolve is currently seeking a dedicated and experienced Quality Assurance Officer to join our client's team. The Quality Assurance Officer will be responsible for ensuring that all products and services meet the company's quality standards and comply with regulatory requirements. They will work closely with other departments to implement and improve...


  • Umhlanga, South Africa Hewitt Colenbrander Recruitment Full time

    **Technical Competencies & Responsibilities** - Minimum 12 years’ experience in a suitable environment, including food safety, with at least 5 years in a management role. - Knowledge of ISO 9001, 45001, 14001, 22000. - Strategy Execution: Set the overall business quality, safety, health, and security direction through the creation of a multi-pronged...

  • Quality Assurance Food Technician

    Found in: Talent ZA 2A C2 - 1 day ago


    Durban, South Africa Stratogo Full time

    Position: Quality Assurance Food TechnicianLocation: Durban NorthMinimum Qualifications Required:Grade 12National Diploma In Quality Assurance/National Diploma In Food Technology2-3 yrs + Experience working in a FMCG/Food manufacturing sectorKnowledge of the Occupational Health and Safety (OHS) Act is a mustKnowledge of FSSC 22000 Food Safety Management...

  • Quality Assurance Food Technician

    Found in: Whatjobs ZA C2 - 3 hours ago


    Durban, South Africa Stratogo Full time

    Position: Quality Assurance Food TechnicianLocation: Durban NorthMinimum Qualifications Required: Grade 12 National Diploma In Quality Assurance/National Diploma In Food Technology 2-3 yrs + Experience working in a FMCG/Food manufacturing sector Knowledge of the Occupational Health and Safety (OHS) Act is a must Knowledge of FSSC 22000 Food Safety...


  • Durban, South Africa Tryon Consultancy Full time

    Fast pace call centre seeks an experienced Senior Quality Assurance Manager who manages the designing, developing, and maintaining of our quality control measures ensuring the business is kept safe. Creating and deploying an effective QA strategy that will deliver industry-leading customer experience & keep our business safe. Driving and supporting the...


  • Durban, South Africa Infinite Life Holdings Full time

    **Vacancy** 2 X Quality Agent required!!! **Job description** **Key Responsibilities**: - Identify areas of non-compliance and opportunities for improvement. - Documenting and reporting product or service quality levels. - Communicating with other team members to solve problems - Effective communication and interpersonal skills - Able to use Microsoft...


  • Durban, South Africa Educor Full time

    **Dean Institutional Planning and Quality Assurance (JB2819)**: Pinetown, Durban, Kwa Zulu Natal - Education **Dean Institutional Planning and Quality Assurance (JB2819)** **Durban, Johannesburg or Cape Town** **Negotiable** Aligned to the group vision and product strategy, the Dean of Institutional Planning and Quality Assurance provides leadership on...


  • Durban, South Africa Armstrong Appointments Full time

    It is the primary role of the Quality Manager to review, design, develop, implement and maintain the quality management system at an institutional level within the CHE, HEQC and other national and international quality assurance frameworks. The role of Quality Officer is mainly to work closely together with the Quality Director in establishing a quality...


  • Durban, South Africa Kontak Recruitment SA Full time

    Pinetown, Durban, Kwa Zulu Natal - Education **Dean Institutional Planning and Quality Assurance (JB2819)** **Durban, Johannesburg or Cape Town** **Negotiable** Aligned to the group vision and product strategy, the Dean of Institutional Planning and Quality Assurance provides leadership on institutional research and planning, compliance, regulation and...


  • Durban, South Africa AllLife Insurance Full time

    QUALITY ASSURANCE ASSESSOR - Must be fluent in Afrikaans The successful person will work closely with Sales and Leadership to ensure they are best equipped to effectively run Sales, disseminate information to Partners, Internal Stakeholders, and leadership to make informed decisions. You will be responsible for the complete QA process that not only...


  • Durban, South Africa AllLife Insurance Full time

    QUALITY ASSURANCE ASSESSOR - Must be fluent in Afrikaans The successful person will work closely with Sales and Leadership to ensure they are best equipped to effectively run Sales, disseminate information to Partners, Internal Stakeholders, and leadership to make informed decisions. You will be responsible for the complete QA process that not only...


  • Durban, South Africa Debt Solutions SA Full time

    Debt Solution SA is looking for a Quality Assurance Specialist who will monitor service and sales calls to assess consultant behaviour, technical accuracy, sales and service performance, and compliance to company policies and procedures. **CANDIDATE PROFILE** - Matric - Clear Criminal and Clear Credit Record - Debt Counselling/Insurance...


  • Durban, South Africa Mr Price Group Full time

    We’re on the search for a vibrant, well-spoken, and passionate Quality Assurance (QA) agent who will be responsible for monitoring and evaluating calls made by call Centre agents, and providing coaching to poor performing agents, to ensure that compliance, quality standards and excellent customer service levels are maintained. **a day in your...

  • Dean of Faculty Bms

    5 days ago


    Umhlanga Rocks, South Africa Richfield Graduate Institute of Technology Full time

    **Dean of Faculty: Business and Management Science** The Dean of Faculty is the executive head of the group of programmes allocated to the Faculty and as academic leader, is accountable for the strategic positioning and pursuit of strategic goals as derived from the Strategic and Business Plans of the Institution. The Dean of Faculty is ultimately...