Quality Assurance Advisors

1 week ago

Cape Town, South Africa Sigma Connected Group Full time

What being part of the Sigma Family means for you:
**Quality Assurance Advisors**

As a Quality Assurance Advisor, you will perform quality checks on the customer interactions completed by our customer advisors. Through these checks, they ensure that we adhere to regulatory requirements and client expectations and provide excellent customer experience. You will report directly to the Quality Assurance Team Manager.

Location: Diep River, Cape Town

**Sigma Family**

At Sigma, we stand out and have now been acknowledged 2 years in a row by the Sunday Times as one of the Best Places to Work - voted by our people.

Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries.

**What being a part of the Sigma Family means for you**

Monthly, Quarterly and Annual awards with marvelous 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 traveling 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.

A bit more about the Opportunity...:
**What Your Day-to-Day Will Look Like**

You will 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. You will ensure that my marking is accurate and in line with current expectations. You will support this by regularly attend both internal and client alignment sessions, and by implementing any feedback from these sessions or from Check the Checker audits. You will participate in the appeals process and ensure that any feedback I receive on my scoring is actioned accordingly.

You will be comfortable working with the Operations management team, proactively highlighting trends and areas for improvement that could drive an improvement in overall performance. You will support the Quality Assurance management team by providing feedback on Advisor habits and scoring trends. This could be verbally or through documentation that can be used to support operations and quality meetings. You will identify risks, such as breaches of compliance or regulatory requirements, and ensure that they are escalated through the appropriate channels on time. You will promote a positive and #ImproveEverythingAlways environment throughout the Quality space. You will be responsible for highlighting any instances where remedial action is required for the customer to Operations.

What amazing People will bring to the role:
**W**hat Amazing people will bring to the role**

You are diligent and have excellent attention to detail. You are an expert at using client-approved frameworks to assess customer interactions consistently and fairly. You are confident working independently but can participate in team meetings when needed. You have experience working in a contact center, either as a Customer Advisor or within a Quality Assurance team. You have strong written and verbal communication skills. You are able to demonstrate excellent attention to detail. You listen effectively and accurately.

You have a high level of proficiency in Excel, Word, and Outlook. You have solid technical knowledge and ability and a thorough understanding of contact center operations. You build and maintain productive working relationships with colleagues and management. You operate greatly within the terms of Sigma’s policies and procedures by always ensuring that all work and work-related activities are operated following legal requirements including GDPR. You demonstrate effective knowledge and understanding of QA Systems, policies & procedures. You have a strong administration background and also a good understanding of the fundamentals of data.

**Requirements**:

- You have a Matric (Grade 12) or equivalent qualification
- You have 12 months Quality experience with analytical administrative background in Collections, Complaints or both.
- You have experience with Financial Services in a UK BPO contact centre environment
- Strong communication (verbal, written, presentation) skills
- Effective listening skills
- Skilled with Microsoft Office programs (Word, Excel, Outlook, etc.) to do trend analysis and regular repor

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