Jo Sa Quality Agent

4 months ago

Johannesburg, South Africa Advanced Call Center Technologies, LLC Full time

**Advanced Call Center Technologies**
- Job Description

**Quality Analyst**

**Reports To**: Manager, Training & Quality

**Department**: Training

**FLSA**: Non-Exempt

**Prepared By**:Human Resources

**Position Summary**

Under the general direction of the Director of Training & Quality, facilitates company and client monitoring and adherence to programs requirements.

**Nature and Scope**

**Essential Duties and Responsibilities**

All areas of responsibility listed below are essential to the satisfactory performance of this position by any/all incumbents, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other related duties as assigned":
Participates in design of call monitoring formats and quality standards.

Performs call monitoring and provides trend data to site management team.

Uses quality monitoring data management system to compile and track performance at team and individual level.

Participates in customer and client listening programs to identify customer needs and expectations.

Provides actionable data to various internal support groups as needed.

Coordinates and facilitates call calibration sessions for call center staff.

Provides feedback to call center team leaders and managers.

Prepares and analyzes internal and external quality reports for management staff review.

Provides call floor support

Other Duties as described my management

**Supervisory Responsibilities**

Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.

**Minimum Qualifications**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**Education**:High School diploma/GED. Associate’s degree or some college preferred.

**Experience**: Minimum of one year of related call center experience. Supervisor or training experience preferred.

**Skills**:

- Computer experience in a Windows and web-based environment.
- Experience using internet, word processing, spreadsheet and calendar software required. MS Word, Excel and Outlook experience preferred.
- Ability to speak effectively in front of groups of employees or customers.
- Ability to write and complete routine reports in various formats.
- Ability to analyze, interpret and report results, trends and outcomes.
- Ability to deal with problems involving several concrete variables in standardized situations

**Certificates, Licenses, Registration**:None required

**Competency**

To perform the job successfully, an individual should demonstrate the following competencies:
Interpersonal Skills - Maintains confidentiality; Able to interact with a high volume of people; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.

Verbal Communication - Speaks clearly and persuasively in positive and negative situations; Listens and gets clarification; Responds effectively to questions.

Written Communication - Writes clearly and informatively; edits work for spelling, grammar and accuracy; Able to read and interpret written information.

Problem Solving - Ability to design workable solutions to problems in a timely manner and within an ambiguous environment.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interest; Supports everyone’s efforts to succeed.

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Quality - Completes work in timely manner; Works quickly and efficiently. Looks for and implements process improvements.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes and schedules tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Flexibility to work as required and when

  • Jo Sa Quality Agent

    4 months ago

    Johannesburg, South Africa ACT Full time

    Advanced Call Center Technologies **Job Description**: Quality Analyst **Reports To**: Manager, Training & Quality **Department**: Training **FLSA**: Non-Exempt **Prepared By**: Human Resources Position Summary Under the general direction of the Director of Training & Quality, facilitates company and client monitoring and adherence to programs...

  • Quality Controller

    7 months ago

    Johannesburg, South Africa GAP Consulting Full time

    Gauteng, JHB - Eastern Suburbs - Motor Retail - Service Dept - Market Related | Negotiable - Job ref: GP022620/JO - Vacancy type: Permanent SHIFTINTOHIGHCAREER to a well-established and highly successful Dealership that requires the services of a Quality Controller **Minimum Requirements** - Must have a minimum of 2 to 3 years’ experience as a Quality...

  • Call Centre Agent

    2 weeks ago

    Johannesburg, South Africa Merchants SA Full time

    Are you wanting to become a call centre customer service agent Merchants SA is the the perfect place to be. We are expanding and looking for customer service agents to join our internattional contact centre based in Salt River. - Matric or equivalent - Excellent customer service skills - Excellent communication skills - 6 months + Call Centre Experience -...

  • Quality Assurance Agent

    7 months ago

    Johannesburg, South Africa Cartrack Full time

    An exciting opportunity exist for a seasoned QA Agent. Key responsibilities include assessing call quality and behaviour for Call Centre Agents in the Call Centre Centre (sales & customer services) by listening to live and recorded calls. You will also conduct necessary coaching with the aim to improve service delivery, compliance and legislative...

  • Quality Assessor Agent

    5 days ago

    Johannesburg, South Africa Cartrack Full time

    An exciting opportunity exist for a seasoned QA Agent. Key responsibilities include assessing call quality and behaviour for Call Centre Agents in the Call Centre Centre (sales & customer services) by listening to live and recorded calls. You will also conduct necessary coaching with the aim to improve service delivery, compliance and legislative...

  • Quality Assurance Agent

    3 days ago

    Johannesburg, South Africa Only the Best Full time

    **Skills**: - Client ServiceInsuranceQuality AssuranceSales **Industries**: - Banking **Description**: **Accountability: Audit Process **Outputs to deliver this accountability: Contract and document individual targets and performance with Quality Assured Team Leader on calls to be audited and evaluated per day as per the evaluation checklist to ensure...

  • Agent - Social Media.commercial Operations Sa

    7 months ago

    Johannesburg, South Africa MTN Nigeria Full time

    The key purpose of the Social Media Agent is to ensure an effortless customer experience across MTN’s Non-Voice Channels. The Agent operates within Social Media Customer Care (Non-Voice Channels: Customer Experience and Operations/CXO).They are responsible for engaging all MTN customers (All topics related to MTN products, service offerings, CBU & EBU)...

  • Quality Assurance Specialist

    3 weeks ago

    Johannesburg, Gauteng, South Africa Easy Recruit SA Full time

    **Job Summary:**We are seeking a Quality Assurance Specialist to join our team at Easy Recruit SA. The successful candidate will have a strong background in quality assurance, with experience in inspecting food products and ensuring compliance with regulatory standards.**Responsibilities:**Conduct regular inspections of food products to ensure compliance...

  • Food Quality Assurance Specialist

    3 weeks ago

    Johannesburg, Gauteng, South Africa Easy Recruit SA Full time

    Job Title: Food Quality Assurance SpecialistThis is an excellent opportunity to join Easy Recruit SA as a Food Quality Assurance Specialist. In this role, you will be responsible for ensuring the highest standards of quality in our food products.We are seeking a highly motivated and experienced professional with a BSC degree in Chemistry, Biology, Medical...

  • Quality Assurance Expert

    3 weeks ago

    Johannesburg, Gauteng, South Africa Easy Recruit SA Full time

    About the RoleWe are looking for a qualified Food Quality Inspector to lead our quality assurance efforts at Easy Recruit SA. The ideal candidate will have a strong educational background in chemistry, biology, or a related field, as well as significant experience in the food industry.The Food Quality Inspector will be responsible for ensuring that all...

  • Quality Assurance Specialist

    3 weeks ago

    Johannesburg, Gauteng, South Africa Easy Recruit SA Full time

    Job SummaryWe are seeking a highly skilled Quality Assurance Specialist to join our team at Easy Recruit SA. As a Quality Assurance Specialist, you will be responsible for carrying out testing and inspection of electronic sub-assemblies in accordance with test procedures and company standards.Key ResponsibilitiesCarry out testing and inspection of electronic...

  • Quality Control Inspector

    3 weeks ago

    Johannesburg, Gauteng, South Africa Easy Recruit SA Full time

    Job Summary: We are seeking a Quality Control Inspector - Food Industry to join our team at Easy Recruit SA. As a Quality Control Inspector, you will be responsible for ensuring the quality of our food products.In this role, you will conduct regular inspections, develop quality control procedures, and collaborate with cross-functional teams. You will also...

  • Dealership Workshop Foreman

    7 months ago

    Johannesburg, South Africa GAP Consulting Full time

    Gauteng, JHB - Northern Suburbs - Motor Retail - Service Dept - R 18 000 - R20 000 Monthly - Job ref: GP022990/JO - Vacancy type: Permanent SHIFTINTOHIGHCAREER by joining a Dealership that seeks the expertise of an experienced Dealership Workshop Foreman **Minimum Requirements**: - Minimum of 5 years experience working as a Dealership Workshop Foreman -...

  • Quality Assurance Specialist

    3 weeks ago

    Johannesburg, Gauteng, South Africa Easy Recruit SA Full time

    Job Title: Quality Assurance SpecialistAbout the Role:We are seeking a Quality Assurance Specialist to join our team at Easy Recruit SA.The ideal candidate will have experience in testing and inspection of electronic sub-assemblies.Key Responsibilities:Carry out testing and inspection of electronic sub-assemblies in accordance with test procedures and...

  • Petrol Vehicle Technician

    2 weeks ago

    Johannesburg, South Africa GAP Consulting Full time

    Gauteng, JHB - Northern Suburbs - Motor Retail - Service Dept - R R8 000 - R R9 500 - Job ref: GP021614/JO - Vacancy type: Permanent SHIFTINTOHIGHCAREER to a well-established and highly successful Dealer that requires the services of Repair Service Assistant **Minimum Requirements**: - Must have a minimum of 1 to 3 years’ experience within the...

  • Aftersales Cadet

    7 months ago

    Johannesburg, South Africa GAP Consulting Full time

    Gauteng, JHB - Eastern Suburbs - Motor Retail - Service Dept - Market Related | Negotiable - Job ref: GP021982/JO - Vacancy type: Permanent SHIFTINTOHIGHCAREER by joining a Dealership that seeks an Intern Service Advisor (Cadet YES Program) **Minimum Requirements**: - Must reside in Johannesburg, Gauteng - Must have a valid Driver’s License - Must have...

  • Fibre Agent

    2 days ago

    Johannesburg, South Africa Merchants SA Full time

    We have an exciting opportunity available as a Fibre Call Centre Agent. You will be responsible for resolving all fibre related queries. Your duties will include identifying and understanding customer needs and providing an excellent customer experience. **Requirements**: - Grade 12 - 6 to 12 months experience dealing with fibre - Attention to detail -...

  • Dealership Booking Clerk

    7 months ago

    Johannesburg, South Africa GAP Consulting Full time

    Gauteng, JHB - Northern Suburbs - Motor Retail - Service Dept - Market Related | Negotiable - Job ref: GP022579/JO - Vacancy type: Permanent SHIFTINTOHIGHCAREER to a well-established and highly successful Dealer that requires the services of a Dealership Bookings Clerk **Minimum Requirements**: - Must have a minimum of 2 years’ experience as a Bookings...

  • Bookings Clerk

    5 days ago

    Johannesburg, South Africa GAP Consulting Full time

    Gauteng, JHB - Northern Suburbs - Motor Retail - Service Dept - Market Related | Negotiable - Job ref: GP021634/JO - Vacancy type: Permanent SHIFTINTOHIGHCAREER to a well-established and highly successful Dealer that requires the services of a Dealership Bookings Clerk **Minimum Requirements**: - Must have a minimum of 2 years’ experience as a Bookings...

  • Petrol Technician

    7 months ago

    Johannesburg, South Africa GAP Consulting Full time

    Gauteng, JHB - Northern Suburbs - Motor Retail - Service Dept - Market Related | Negotiable - Job ref: GP022616/JO - Vacancy type: Permanent SHIFTINTOHIGHCAREER by joining a Dealership that seeks the expertise of a Qualified Petrol Vehicle Technician **Minimum Requirements**: - Must have a minimum of 3 years’ experience as a Qualified Petrol Vehicle...