Junior Quality Assurer

1 week ago


Midrand, South Africa iSON Xperiences Full time

**Job Title**: BMW - Junior Quality Analyst

**Location**: Midrand

**Cost Centre**: BMW Johannesburg

**Agreement Type**: Permanent

**Permanent**

**Based in Midrand**

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To analyze customer interactions and capture insights into the QA tool to ensure an independent, objective and neutral collection of data.

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**Main Responsibilities (including but not limited to)**:

- Reduce business risk, improving the quality of Call Centre agents' engagements and overall performance.
- Highlight issues affecting the customer's experience due to behavior, business, process, compliance and technology.
- Evaluate recorded customer interactions against the dimensions of customer experience, business process and regulatory compliance requirements.
- Highlight suspected fraud, risk or non-compliance cases when identified.
- Attend regular calibrations and undergo internal and external audits to ensure accuracy of data assessed.
- Capture the identified gaps in current quality delivery and performance.
- Implement quality related methodologies and initiatives to attain targets and goals.
- Participate in meetings and presentations or other designated special projects assigned by management.
- Administer relevant trackers.
- Document all evaluation feedback in the tool provided for statistical purposes.
- Monitor transactions for assigned client programs.
- Consistently demonstrate accuracy in scoring.

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**Required skills and competencies**
- Analytical Ability
- Trouble shooting skills
- Independent work ethic required
- Attention to Detail
- Planning and Organizing
- Honesty
- Excellence
- Teamwork
- Good listening skills
- Good time management skills

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- ** Required Qualifications, Knowledge and Experience**:
Required Qualifications
- Matric / NQF Level 4
- Minimum 1-2 years experience as a Quality Assurance Officer
- Financial Service background



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