Quality Assurance Consultant

3 days ago


Cape Town, South Africa Lead Robot Full time

Company Description

LeadRobot does lead generation and sales for some of the biggest financial service brands in the country. As a Quality Assurance Agent, you will be an integral part of the Operations team by ensuring our quality standards are at the highest level. Your role is directly linked to the improvement of our agents' success in their roles as well as overall client satisfaction.

Job Description
**What you will do**

The Quality Assurance (QA) Consultant will monitor all calls to assess agents' demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures.

You will be responsible for providing trend analysis as well as process, training and system enhancements to the VP of Operations.
- Responsibilities:_
- Participate in the design of the call monitoring framework, quality standards and the associated checklists.
- Conduct audits ensuring compliance with performance standards and outcomes (e.g. quality, compliance of process and accuracy)
- Provide trend reports to the VP of Operations based on audit findings.
- Create reports on performance results (individual and team level) and provide support to the VP of Operations in the development of action plans for agents.
- Prepare and analyze internal and external quality reports for management staff review.
- Provide feedback and input into enhancements of processes, training and systems based on trends.
- If required, assist with the coaching of agents based on findings.
- If required, provide training to call centre staff in support of these efforts.
- If required, may answer phone calls, respond to written inquiries, and handle “escalated” issues in support of work performed by agents.
- Monitor the participation and completion of Web-based training for all agents and provide reporting as well as complete appropriate follow-up.

Qualifications
**What you bring**
- Required Skills / Education / Qualifications_
- Strong attention to detail, exceptional listening and analytical skills.
- Strong knowledge of sales/lead generation processes and techniques.
- Preferred Skills / Education / Qualifications_
- Multilingual
- Required Experience_
- 2 years in an outbound contact centre role
- 2 years in a quality assurance role
- Required Experience with Systems/Tools_
- Microsoft Suite especially Excel
- Prefered Experience with Systems/Tools_
- ViciDial
- Google Workspace / Gsuite

Additional Information
**Why work with us?**
- A basic salary is in place to ensure that you walk away with a guaranteed income each month, however, you are able to earn more than that through our competitive incentive structure by meeting your monthly targets.
- We are a fun, energetic team that works in a casual environment - no stuffy suits for us
- Our supportive enablement team provides you with all the necessary training and support throughout your journey with LeadRobot.
- Break times with a view - take a breather and stare at our beautiful sea view.

**What to send our way



  • Cape Town, South Africa PharmEng Technology Full time

    **Job Summary**: The Quality Assurance Consultant is responsible for the implementation, maintenance, and oversight of the Quality Management System (QMS) in local affiliates. This role ensures compliance with regulatory requirements, quality standards, and company policies. The Quality Assurance Consultant will manage quality risk, complaints, change...


  • Cape Town, Western Cape, South Africa Quality Crates Manufacturers Full time

    Job Description: Production ManagerWe are seeking a highly motivated and organized Production Manager to join our team at Quality Crates Manufacturers. In this exciting role, you will be responsible for overseeing production operations and driving business growth through process improvements.About the PositionYou will develop and implement production plans...


  • Cape Town, South Africa Tigonthrive Consulting Full time

    Tigonthrive Consulting is seeking a meticulous and detail-oriented Quality Assurance Associate to join our team. The Quality Assurance Associate will be responsible for ensuring the highest standards of quality across our HR consulting services. This role is remote with the potential for occasional travel for team meetings and client interactions. **Key...


  • Cape Town, Western Cape, South Africa Sanlam Limited Full time

    Job OverviewA position is available at Santam Shared Services: Quality Assurance for a role as a Quality Assurance Consultant in the Shared Services department.This position requires a highly motivated individual with excellent coaching skills and experience in quality assurance, process improvement, and contact centre technology applications.


  • Cape Town, Western Cape, South Africa Set Consulting Full time

    Job DescriptionAt Set Consulting, we are seeking a highly skilled Quality Assurance Coordinator to join our team.This is an exciting opportunity for a motivated individual with expertise in quality management and renewable energy projects.As a Quality Assurance Coordinator, you will be responsible for overseeing the implementation of our quality system on...


  • Cape Town, Western Cape, South Africa C40 Cities Full time

    About the JobWe are seeking a seasoned Test/Quality Assurance Manager to spearhead and coordinate testing efforts across our IT projects. The ideal candidate will implement a risk-based approach to quality assurance, collaborating closely with Business Analysts, Consultants, Developers, Project Managers, and business users to ensure high-quality project...


  • Cape Town, Western Cape, South Africa Rank Group Full time

    At the Rank Group, we're committed to delivering exceptional entertainment experiences to our customers. Our Quality Assurance Analysts play a vital role in ensuring that our software meets the highest standards of quality.About the RoleWe're seeking a highly skilled Quality Assurance Analyst to join our team. As a QA Analyst, you'll be responsible for...


  • Cape Town, South Africa Perfect Placement Recruitment Full time

    Our Client is seeking a Quality Assurance Representative **Area**:Cape Town, Airport City **Salary**: Market related **REQUIREMENTS & QUALIFICATION** - Degree in Quality/Engineering or related field (4 year degree). - Quality body: Certification by industry recognized professional organizations is preferred (Certified Quality Auditor, Certified Quality...

  • Quality Assurance

    4 days ago


    Cape Town, South Africa MSD - CONSULTING Full time

    REQUIREMENTS - Minimum 1 year experiance in Quality Assurance - Matric Needed - Hard Working - Punctual **Job Type**: Permanent **Salary**: R5,000.00 per month

  • Quality Assurance

    7 hours ago


    Cape Town, South Africa MSD - CONSULTING Full time

    REQUIREMENTS - Minimum 1 year experiance in Quality Assurance - Matric Needed - Hard Working **Job Types**: Full-time, Permanent **Salary**: R6,000.00 per month

  • Quality Assurance

    2 weeks ago


    Cape Town, South Africa MMWentzel Full time

    We are looking for Quality assurance agent that will support the organization to ensure that the sales agents comply with our quality standards. **REQUIREMENTS**: - QA experience in a call center environment - Minimum of two years’ experience - multilingual Ability to commute/relocate: - Cape Town, Western Cape: Reliably commute or planning to relocate...

  • Quality Assurer

    5 days ago


    Cape Town, South Africa Lead Capital Group Full time

    **Role Purpose**: This position would be responsible for the management and smooth running of the operations related to the sales floor in regard to the Sales Department and Quality Assurance of all calls. **Key Responsibility Areas**: - Responsible for monitoring and maintaining quality and compliance - Monitor and analyze service interactions between...


  • Cape Town, Western Cape, South Africa IOCO Full time

    We are seeking an experienced Test/ Quality Assurance Manager to lead and coordinate testing efforts across our clients' Technology and Innovation deliverables. The ideal person will implement a risk-based approach to quality assurance, working closely with Business Analysts, Consultants, Developers, Project Managers, and business users to ensure...


  • Eastern Cape, South Africa Coca-Cola Beverages Africa Full time

    Key Duties & Responsibilities**: - Participate and Facilitate Quality Focused Improvement - Compile and issued reports - Provided Quality Assurance support service - Coached and Training customers - Audited work processes - Delegated and monitored work activities - Solved situational problems - Managed own development and performance - Maintain line quality...


  • Cape Town, Western Cape, South Africa The Rank Group Full time

    About the RoleWe are seeking a skilled Quality Assurance Analyst to join our team. As a key member of our software development process, you will be responsible for ensuring the quality of all software developed by our teams.Your primary focus will be on executing tests and managing defects in alignment with commitments. You will engage in all aspects of QA,...


  • Cape Town, Western Cape, South Africa Karri Full time

    About KarriKarri is a leading consumer goods company that prides itself on delivering high-quality products to our customers.Our commitment to excellence has earned us a reputation as a trusted partner in the industry, and we're looking for talented individuals to join our team.About the RoleWe are seeking an experienced Quality Assurance Manager to join our...


  • Cape Town, South Africa Elevate Brands Full time

    Here at Elevate Brands, we are building the consumer products platform of the future, today. Our vision is to become a top 10 Seller on all major ecommerce marketplaces globally within the next 5 years. We are doing this by doubling our portfolio of category leading private label brands every 2 months and hiring the best people for the job! Currently, we're...


  • Cape Town, Western Cape, South Africa Sea Harvest Group Full time

    Job DescriptionAt Sea Harvest Group, we are seeking a dedicated Quality Assurance Specialist to join our team. As a key member of our quality assurance department, you will play a crucial role in ensuring that our products meet the highest standards of quality and safety.The successful candidate will be responsible for inspecting and monitoring food products...

  • Quality Assurance

    1 week ago


    Cape Town, South Africa Batatu Electrical Full time

    A quality assurance manager to ensure that the company adheres to all applicable laws and regulations, including health and safety, environmental protection, and consumer rights. The manager also ensures that the company has adequate resources to meet its obligations. Ability to commute/relocate: - Cape Town, Western Cape: Reliably commute or planning to...

  • Quality Assurer

    3 weeks ago


    Cape Town, Western Cape, South Africa Callforce Direct Full time

    The Quality Assurance (QA) Agent is responsible for monitoring and assessing the quality of inbound and outbound customer interactions. This role ensures that agents meet performance standards and comply with company policies, while identifying areas for improvement. The QA Agent will deliver constructive feedback to agents, track performance trends, and...