Quality Assurance Advisors Uk Bpo

6 months ago

Cape Town, South Africa Sigma Connected Group Full time

A bit more about the Opportunity...:
**ROLE PURPOSE**

The purpose of a Quality Assurance Advisor performs quality checks for customer advisors, ensuring that we adhere to regulatory requirements, client expectations, and provide an excellent customer experience.

**DUTIES & RESPONSIBILITIES**:

- Perform regular quality checks to ensure that compliance and company guidelines are correctly followed.
- Provide written feedback to advisors through the quality monitoring system, ensuring a high level of accuracy and detail which allows effective coaching sessions to take place.
- Liaise with the Quality Coaches, proactively highlighting trends to be covered in their coaching conversations.
- Attend and actively participate in calibration sessions with internal and external stakeholders.
- Readily implement any feedback from the Quality Coaches’ audits or appeals from Ops teams.
- Provide feedback to the QA TM on any changes to advisor behaviour.
- Highlight to Ops any instances where remedial action is needed for the customer.
- Highlight any areas of concern to the QA Team Manager.
- Be flexible to support different campaigns and attend training/upskills where this is needed.
- Reports to Quality Assurance Team Manager

What amazing People will bring to the role:
**MINIMUM REQUIRMENTS**:

- 1-2 years current / previous Quality Assurance experience would be ‘Desirable.
- Strong communication (verbal, written, presentation) skills.
- Effective listening skills
- Skilled with Microsoft Office programs (Word, Excel, Outlook, etc.) to do trend analysis and regular reporting of metrics.
- Solid technical knowledge and ability and thorough understanding of contact centre operations
- Effective communication skills (verbal, written and presentation)

**SKILLS AND COMPETENCIES**:

- Build and maintain productive working relationships with colleagues and management
- Operate within the terms of Sigma’s policies and procedures always ensuring that all work and work-related activities are operated in accordance with legal requirements including GDPR
- Demonstrate knowledge and understanding and positively promote equality of opportunity
- Be adaptable to change and have an ability to acquire new and relevant skills and knowledge by taking appropriate responsibility for own personal and professional development
- Take appropriate care to ensure that company equipment, facilities and infrastructure are not defaced or damaged
- Undertake personal Health and Safety responsibilities in accordance with the H.A.S.A.W.A 1974 ensuring that safe systems of work are complied with
- Be aware of and take action to report any potential workplace/personal hazards to Health & Safety

What being part of the Sigma Family means for you:
Monthly, Quarterly and Annual awards with marvellous prizes.
- ️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

Medical Insurance - Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.

Transportation Benefits - Accommodate making your travelling journey to work easier with the amazing shuttle services that we offer our employees.

Join communities and collaborate with your colleagues on our internal Social Media platform.

The opportunity to be a part of an equal, diverse and inclusive workplace - all amazing people are welcome in the Sigma Family.

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