Service Quality Specialist

6 months ago

Cape Town, South Africa Peach Payments Full time

Peach Payments is a fast growing Pan-African PSP that makes online commerce and digital payment acceptance easier and more accessible across all Africa. We work with small and large sellers to provide a complete toolkit to accept, manage and disburse payments through web and mobile.

Our merchant partners include your favourite food delivery services, whether you’re ordering in or using a meal kit, travel services that can help you book your next getaway adventure and even your neighbour’s side-hustle e-commerce store.

For these partners and their customers, **we aim to provide delightful experiences** that make it as easy as possible to facilitate online payments.

You will be reporting to our Head of Operations, Nadine, meet her here.

**Why we're hiring for this role**
The Service Quality will be responsible for the improvement of knowledge and skills by means of a quality assurance process that will shape the voice of Peach Payments Operations team and improve the experience of our clients when they interact with us.

**Your mission if you choose to accept it**
- Implementation of quality assurance best practices processes, procedures and standards
- Analyse, facilitate and co-ordinate continual feedback to consultants and the management team
- Compile individual performance reports, recording all feedback to consultants
- Provide input into projects to improve customer experience when required
- Facilitate team workshops on quality and soft skills
- Assist support managers in identifying training and development needs of individuals to ensure gaps are addressed.
- Perform investigations where necessary.
- Involved in ad-hoc business service improvement related projects

**What we'd like you to have**
- Matric / Grade 12
- Ability to communicate fluently (verbal and written) in English
- Prior coaching experience will be an advantage
- A relevant degree / qualification will be an added advantage.
- 3 years / relevant experience in a quality assurance environment

**Other [ Softer ] skills that will help you succeed**
- Excellent communication skills, verbal and written
- Coaching skills
- Client Service orientation
- Collaborates
- Drives results
- Being Resilient

**What else is in it for you?**

We currently have a hybrid working model, which means that while our teams predominantly work outside of the office, we may ask them to join for in-office Meet-ups, gatherings, training and other collaboration sessions in-person, wherever possible.

Be part of our story We're a passionate group of individuals working on enabling African entrepreneurs to develop and succeed in digital commerce. We thrive as a high-performance community, underpinned by a people-first approach. Our team is diverse, we fail fast and aim to succeed even quicker. _At Peach we value diversity and are committed to inclusion across race, gender, age, religion, identity, and experiences._

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