Quality Assurance Advisors Uk Bpo

3 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.

  • Quality Analyst

    4 months ago

    Cape Town, South Africa amplify5 Full time

    Exciting Opportunity for an All Star to join the UK client Leaders in aiding the development of the department. We are looking for our next Quality Analyst. **What will you be doing?** - Ensure compliance with company quality standards on all contact channels while monitoring key performance metrics to improve call quality. - Analyse contact data to...

  • Quality & Coaching Team Manager - Uk Bpo

    4 months ago

    Cape Town, South Africa Sigma Connected Group Full time

    A bit more about the Opportunity...: **QUALITY AND COACHING TEAM MANAGER** We are currently looking for more amazing people to join the Sigma Family as a Quality and Coaching Team Manager. Before we tell you more about this opportunity, let us share why you should join us at Sigma. A bit more about the Opportunity: - Your title: Quality and Coaching Team...

  • Lead Associate

    4 months ago

    Cape Town, South Africa WNS Global Services Full time

    Company Description WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance,...

  • Quality Assurance Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    Job Title: Quality Assurance SpecialistAt ABC Worldwide, we are seeking a highly skilled Quality Assurance Specialist to join our team. As a Quality Assurance Specialist, you will play a critical role in ensuring the quality of our processes and services.Key Responsibilities:Monitor transactions to ensure they meet targets and guidelinesProvide coaching and...

  • Quality Assurance Specialist

    1 week ago

    Cape Town, Western Cape, South Africa Hire Resolve Full time

    Job Title: QA AdvisorHire Resolve is seeking a dedicated QA Advisor to join our client's team in a leading recruitment agency. As a quality-focused organization, we pride ourselves on matching the right talent to the right positions.The QA Advisor will play a crucial role in developing and implementing quality assurance policies and procedures while...

  • Quality Assurance Specialist

    4 days ago

    Cape Town, Western Cape, South Africa Hire Resolve Full time

    Quality Assurance Advisor Job DescriptionHire Resolve is seeking a dedicated Quality Assurance Advisor to join our client's team in Cape Town. As a leading recruitment agency, we focus on placing quality professionals in reputable organizations, and we pride ourselves on matching the right talent to the right positions.Key Responsibilities:Provide support on...

  • Quality Assurance Specialist

    1 week ago

    Cape Town, Western Cape, South Africa Surgo PTY Ltd Full time

    {"title": "Quality Assurance Agent", "description": "Job SummarySurgo PTY Ltd is seeking a skilled Quality Assurance Agent to join their team in Cape Town. The successful candidate will be responsible for monitoring and evaluating customer service interactions to ensure adherence to company standards and regulatory requirements.Key ResponsibilitiesMonitor...

  • Quality Assurance Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa Telebest Full time

    About the RoleWe are seeking a highly skilled Quality Assurance Specialist to join our team at Telebest. As a Quality Assurance Specialist, you will play a critical role in evaluating and analyzing the performance of our customer care team from a quality perspective.Key ResponsibilitiesEvaluate and analyze customer care team performance to identify areas for...

  • Quality Assurance Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    {"Job Title": "Quality Assurance Specialist", "Job Description": "Job SummaryAt ABC Worldwide, we are seeking a highly skilled Quality Assurance Specialist to join our team. As a Quality Assurance Specialist, you will play a critical role in ensuring the smooth functioning of our Quality Compliance function, driving compliance and process improvement...

  • Senior Bpo Manager

    3 months ago

    Cape Town, South Africa Merand Corbett & Associates Full time

    Our client requires a Senior BPO Manager who is passionate about delivering exceptional customer service, and has a strong background in the insurance industry. In this role, you will oversee all functions and controls for existing and new BPO business implementations, focusing on fostering positive relationships with key customers and driving business...

  • Customer Advisor

    4 months ago

    Cape Town, South Africa Sigma Connected Full time

    We are looking for experienced debt collection and utility advisors! - Experience:_ - _ Minimum | 1 year debt collection experience in a UK/BPO contact centre environment. - Additional utilities experience (Gas or Energy) is advantageous. - Education:_ - _Minimum | Completed Grade 11 - Requirements:_ - _**NB! Clear Credit **and **Criminal Record.** - IR...

  • Quality Assurance Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa Surgo PTY Ltd Full time

    Job DescriptionJob Title: Quality Assurance SpecialistCompany: Surgo PTY LtdLocation: Remote (Central European Time Zone)Job Type: Full-timeSalary: R25,000 package (R1500 commission based on KPIs achieved)Benefits:Medical InsuranceHome and Trauma AssistJob Summary:We are seeking a skilled Quality Assurance Specialist to join our team at Surgo PTY Ltd. The...

  • Quality Assurance Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    {"title": "Head of Quality Excellence", "description": "Job SummaryABC Worldwide is seeking a highly skilled and experienced Head of Quality Excellence to lead our Quality Excellence Insurance vertical. The successful candidate will be responsible for implementing quality management frameworks, ensuring quality control and assurance, and driving process...

  • Quality Assurance Manager

    1 day ago

    Cape Town, Western Cape, South Africa Red Ember Recruitment (PTY) Ltd Full time

    Job Title: Quality ManagerRed Ember Recruitment is seeking a highly skilled Quality Manager to join our team. As a Quality Manager, you will be responsible for leading the quality assurance efforts to ensure that our products and services meet or exceed customer requirements and industry standards.Responsibilities:Develop and implement quality assurance...

  • QA Team Leader

    3 weeks ago

    Cape Town, Western Cape, South Africa CallForce Full time

    Job Summary:CallForce is a leading Business Process Outsourcing (BPO) service provider offering innovative customized contact center solutions to global markets.We are seeking a highly motivated and experienced Quality Assurance Team Leader to join our dynamic team. As a QA Team Leader, you will play a pivotal role in maintaining the highest standards of...

  • Quality Assurance Team Leader

    4 months ago

    Cape Town, South Africa CallForce Full time

    Quality Assurance Team LeaderCallForce is an award- winning BPO service provider of innovative customized contact Centre solutions from South African to the global market.We are currently seeking a highly motivated and experienced Quality Assurance Team Leader to join our dynamic team. As a QA Team Leader, you will play a pivotal role in maintaining the...

  • Quality Assessor

    4 months ago

    Cape Town, South Africa amplify5 Full time

    With promotions and growth, one of our most coveted campaigns has an opportunity available for an Innovative, detail orientated, Passionate, A.I enthusiast to join the team. As a Quality Assessor, you will match our passion for making AI available to everyone for good! With the vision of fostering better conversations, richer human relationships access to...

  • Quality Assurance Manager

    1 day ago

    Cape Town, Western Cape, South Africa Red Ember Recruitment (PTY) Ltd Full time

    Job Title: Quality ManagerRed Ember Recruitment is seeking a highly skilled Quality Manager to join our team. As a Quality Manager, you will be responsible for leading the quality assurance efforts to ensure that our products and services meet or exceed customer requirements and industry standards.Key Responsibilities:Develop and implement quality assurance...

  • Senior Bpo Manager

    3 months ago

    Cape Town, South Africa Black Pen Recruitment Full time

    **Job Title**: Senior BPO (Business Process Outsourcing) Manager (Insurance/Medical) **Start Date**: Flexible **Location**: Cape Town **Job Type**: Full Time | On-site **Salary**: Base + Benefits **Requirements**: - Bachelor’s Degree or Certificate of Higher Education - At least 5 years of previous experience in BPO centres management - Customer...

  • Head of Quality Assurance

    1 week ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    Job Title: Head of QualityAt ABC Worldwide, we are seeking a highly skilled and experienced Head of Quality to lead our Quality Excellence Insurance vertical. This is a unique opportunity to join our team and make a significant impact on our business.Job Summary:The Head of Quality will be responsible for leading the implementation of quality management...