Quality Assurer
7 months ago
**MAIN PURPOSE OF THE JOB**:
- To attend quality assurance calibration sessions to ensure consistency of monitoring and evaluation processes
- Assist the training department where required to support the overall Quality assurance process
- To build an open, honest and transparent route of communication between Quality Assurers, Agents, Team Managers, and Management for overall quality improvement management
**KEY ACCOUNTABILITIES**:
- Perform quality assessments, provide agent coaching (where required) and inform Team Managers and Management of findings
- Participate in the design of quality assurance formats and quality standards
- Use quality monitoring data to report quality performance at team and individual levels.
- Provide coaching feedback to Agents on quality assurance outputs
- Provide feedback to Team Managers and Managers on the coaching
- To provide up-to-date and on-time quality assurance statistics to manage the Contact Centre outputs, enabling the delivery of superior customer service within SLA targets for Operations areas
- Assist Compliance with interaction monitoring for compliance related items
**Technical and Functional Knowledge and Skills**:
- Fluency in Zulu, Xhosa or Tswana is a requirement
- Understanding of the Retail Credit Account Management business
- Strong communication (both verbal and written) and customer service skills
- Computer literate
- Ability to work in a highly competitive and dynamic environment
- Efficient in Microsoft Office
**Essential Qualifications and Experience**:
- Must have a Senior Certificate - Grade 12
- Exposure to the QA environment will be an advantage
- Must be numerate and have strong attention to detail
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