Head of Quality Assurance-
3 days ago
At GBS Support Services, the primary objective is to guarantee a uniform brand experience across every customer interaction while ensuring agents consistently deliver quality service aligned with our organizational objectives. This involves crafting a cutting-edge Call Center quality monitoring strategy aimed at enhancing and maintaining high levels of customer satisfaction.
**JOB RESPONSIBILITIES**
**Monitoring Customer Interactions**:
- Oversee call monitoring processes to gather actionable insights and improve agent performance.
- Adapt monitoring methods as the quality assurance process evolves to identify and implement improvements.
**Driving Innovation and Process Optimization**:
- Continuously optimize existing processes to boost efficiency and effectiveness.
- Harness AI-powered speech analytics to automate tasks and conduct real-time quality monitoring, fostering innovation.
**Designing Evaluation Programs**:
- Develop evaluation programs aimed at maximizing Call Center output and productivity.
- Ensure these programs uncover root causes of issues, propose actionable solutions, and provide insights for performance enhancement.
**Enhancing Overall Call Center Efficiency**:
- Integrate human and artificial intelligence to understand not just when, but why call states change, facilitating targeted service level improvements.
**Tracking Industry Trends**:
- Stay informed about campaign performance and industry trends, serving as a key source of industry insights.
- Utilize 'voice of customer' analytics to extract valuable business insights.
**Conducting Calibration Sessions**:
- Lead calibration sessions to align stakeholders on operational objectives.
- Use these sessions to address emerging issues, trends, and industry developments, ensuring operational excellence.
**MINIMUM QUALIFICATIONS AND EXPERIENCES**
- Matric
- Relevant degree required
- Proven track record of analytical skills
- 5-8 years' experience in the Quality Assurance Management experience within a call centre.
- In-depth knowledge of quality assurance principles, methodologies, and best practices specific to the contact center industry, including call monitoring, evaluation techniques, and quality improvement processes.
- Intermediate level for MS Office
- Strong written communication capabilities.
**BEHAVIOUR AND COMPETENCIES REQUIRED**
- Analytical
- Excellent problem solving
- Organisational Awareness
- Excellent written and verbal communication
- Customer Service Orientated
- Self-Management
- Good stress management
- Excellent planning
- Organised
- Results Orientated
- Good resource management skills
- Good people management skills
**Remuneration**: A market related package including benefits.
-
Quality Assurance
7 days ago
Durban, South Africa Debt Solution SA Full timeDebt Solutions SA is looking for Quality Assurance Agents
-
Quality Assurance Officer
2 weeks ago
Durban, South Africa Affirmative Portfolios Full time**Technical ~ Risk Management** **Durban** ***: **QUALITY ASSURANCE OFFICER DURBAN R20 000 PM** Our client in Durban has an exciting opportunity for a Quality Assurance Officer The term quality assurance in higher education is increasingly used to denote the practices whereby academic standards are determined, maintained and improved. This definition...
-
Quality Assurer
5 days ago
Durban, South Africa Huhtamaki Group Full timeInspired to grow with your experience, learn and share with new colleagues? Huhtamaki is a key global provider of sustainable packaging solutions for consumers around the world, enabling wellbeing and convenience. Our innovative products protect on-the-go and on-the-shelf food and beverages, ensuring hygiene and safety, and help prevent food waste. We are...
-
Quality Assurance Director
3 days ago
Durban, KwaZulu-Natal, South Africa Talksure Pty Ltd Full timeOversee Quality Assurance OperationsWe are seeking an experienced Quality Assurance Team Leader to oversee our quality assurance operations and ensure that we maintain the highest standards of customer satisfaction. As a key member of our team, you will be responsible for monitoring agent interactions, analysing and monitoring sales agent trends, and leading...
-
Quality Assurance Department Manager
1 day ago
Durban, South Africa Outworx Full time**Responsibilities**: - Ability to analyse data, create and review processes. - Ability to build scorecards. - Ability to draw up audit plans and schedule staff. - Analyse data in order to find areas for growth and improvement. - Willingness to assist other departments to develop solutions and metrics. - Design, implement, and improve company quality...
-
Quality Assurance Graduate
5 days ago
Durban, South Africa Recruitment Matters Africa Full timeOur client is looking for a Quality Assurance Graduate to join their team and oversee the quality of all products and services that their. organization produces. **Responsibilities**: - Ensure that standards and safety regulations are observed - Address and discuss issues and proposed solutions with superiors - Document quality assurance activities and...
-
Quality Assurance Agent
5 days ago
Durban, South Africa Urban lifestyle Full time**Quality Assurance Agent required** The offer: - R4500 Basic Salary plus + Commission * - An awesome working environment The Requirements: - 1 years experience in Quality assurance - Matric - Good knowledge of excel. - Good communication skills. - Clear Criminal record. **Salary**: From R4,500.00 per month Ability to commute/relocate: - Phoenix,...
-
Quality Assurance Manager
7 days ago
Durban, South Africa Pro Talent Full timeOur client, a dynamic global manufacturing organization, is looking for a ** **Quality Assurance Manager, based in Durban. **MAIN FUNCTIONS** - To assure that all quality standards are always satisfied for all products. - Develop, execute, and manage procedures to guarantee that products fulfill quality, function, and reliability criteria before being...
-
Quality Assurance Agent
7 days ago
Durban, South Africa Urban Lifestyle Rewards Full time**About us** Urban Lifestyle Rewards is a small business in UMHLANGA PLAZA. We are professional, agile, and our goal is to Urban Lifestyle Rewards are looking for an experienced quality assurance consultant who has attention to detail,applicant must pose a keen ability to adhere to SLA, we offer a competitive basic salary and an awesome working environment....
-
Quality Assurance Agent
2 weeks ago
Durban, South Africa Bespoke International Group Full timeAre you passionate about ensuring exceptional customer experiences? Do you have an eye for detail and a strong commitment to maintaining high-quality standards? Join our dynamic team as a Quality Assurance Agent at our thriving international BPO! We are seeking dedicated professionals to help us deliver top-notch service to our global clientele. As a...
-
Quality Assurance Assessor
2 weeks ago
Durban, South Africa Bespoke International Full timeThe Quality Assurer is responsible for reviewing and auditing chat/call incidents, and telephone interactions along with reviewing and investigating customer responses for the Utilita campaign. The assurer will also be responsible for facilitating calibration/group sessions regarding our quality programs, weekly TM catchups and general feedback of findings....
-
Quality Assurance Agent
5 days ago
Durban, South Africa urban lifestyle rewards Full timeUrban Lifestyle Rewards are looking for an experienced quality assurance consultant who has attention to detail, applicant must pose a keen ability to adhere to SLA, we offer a competitive basic salary and an awesome working environment. We pride ourselves with quality and look forward to having awesome people join our rapidly growing Team!! - Full Training...
-
Quality Assurance Supervisor
6 days ago
Durban, South Africa Hirt & Carter Full time**_QUALITY ASSURANCE SUPERVISOR _** **_FIRST IMPRESSION LABELS _** **_DURBAN - ** **_CORE PURPOSE OF THE JOB: _** Ensure that all the quality control functions of the Quality Assurance department are maintained. **_KEY PERFORMANCE AREAS:_** - Ensure compliance to procedures and customer requirements - Implement and measure quality control checks ensuring...
-
Quality Assurance Agent
6 days ago
Durban, South Africa Mdalisu Financial Services Full timeMain Purpose of Role The Quality Assurance Specialist will be responsible for scoring and/or assessing the quality of calls. The Quality Assurance Specialist is also responsible for increasing the department's customer satisfaction rating by making sure that the Sales & Customer Services team provides exceptional customer service. A key part of the role...
-
Quality Assurance Evaluator
6 days ago
Durban, South Africa Jobted ZA C2 Full timeKEY RESPONSIBILITIES: To comprehensively evaluate and review selected inbound & outbound sales and service calls and/or loan applications or other business processes and procedures by way of Halo/Datastor/PureCloud to assess quality, the sales consultant's knowledge, sales technique, and compliance to legislation To ensure that all findings are...
-
Quality Assurance Specialist
7 days ago
Durban, KwaZulu-Natal, South Africa Abantu Staffing Solutions Full timeAbout Us:\Abantu Staffing Solutions is seeking a dedicated Quality Assurance Specialist to join our team. As a Quality Assurance Specialist, you will play a crucial role in ensuring the highest quality standards are met across all aspects of our automotive manufacturing process.\Your Responsibilities:\Monitor and maintain product, process, quality, and...
-
Quality Assurance Agent
7 days ago
Durban, South Africa Debt Solutions SA Full timeDebt Solution SA is recruiting for a Quality Assurance Agent To join our team in our Essenwood offices **DUTIES AND RESPONSIBILITIES** - Create scorecards providing accurate feedback - Listening to and assessing calls - Provide accurate feedback - Report on any trends or patterns that may be occurring - Filter information regarding non-compliance to Team...
-
Quality Control/assurance Manager
5 days ago
Durban, South Africa CHANNEL CONSTRUCTION Full time**Company Description** Channel Construction, founded over 20 years ago, specializes in medium to heavy fabrication and erection of structural steel, modular structures, pipe racks, and tanks. The company is located in Durban Bayhead area with extensive fabrication facilities and a proven track record of manufacturing products to exacting standards in...
-
Quality Assurance Supervisor
2 weeks ago
Durban, South Africa Dixie Recruitment Full timeA growing company is looking for a dynamic Quality Assurance Supervisor to join their team. Based in Durban. The role will require you to ensure that the Quality Management process is implemented and that various teams are abiding by the Quality Process and Food Safety standards. **Qualifications and Experience**: - Degree in Food Technology, Food...
-
Quality Assurance Evaluator
6 days ago
Durban, South Africa Future Careers Full timeKEY RESPONSIBILITIES: To comprehensively evaluate and review selected inbound & outbound sales and service calls and/or loan applications or other business processes and procedures by way of Halo/Datastor/PureCloud to assess quality, the sales consultant's knowledge, sales technique, and compliance to legislation To ensure that all findings are...