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Quality Assurance Assessor

1 month ago

Cape Town, South Africa MCI Full Applicant Full time

POSITION OVERVIEW:
As part of a global outsourced quality assurance service, you will listen to calls completed by call centre agents and ensure that they are maintaining the procedures and standards which have been set up by each client.
-:
POSITION RESPONSIBILITIES:
In your role as Quality Assurance Analyst, you will be responsible for call monitoring, evaluation, and calibration scoring. This is an analytical position. Your recommendations will be an important factor in improving our productivity. Furthermore, you’ll be educating and training agents and supervisors in order to assure call quality. This is an important position that will allow you to hone your leadership and analytic skills. Additional responsibilities for the Quality Assurance Analyst position include:

- Assess agents calls according to set outcomes and provide reporting based on findings
- Adhere to high levels of quality standards and meet QA targets
- Conduct and complete investigations as and when required and provide reporting based findings
- Provide online coaching and training feedback

CANDIDATE QUALIFICATIONS:

- Quality assurance management experience in a call center environment and technologies; specifically, call monitoring and recording systems
- Excellent communication, verbal and written
- Interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner one on one as well as in a group
- Ability to communicate and partner with other departments in order to identify and assist in the development of improved processes and procedures
- Outstanding organization, time management, and software skills (MS Office Suite).

COMPENSATION DETAILS:
**_ WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?_**

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.

**JUST A FEW OF THE BENEFITS**
- Paid Time-Off
- Regular Raises
- Advancement Opportunity
- Fun, Engaging Work Environment
- Cash and Prize Contests

PHYSICAL REQUIREMENTS:
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT:

- Must be authorized to work in their country of residence (The United States or Canada)
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results
- Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

REGARDING COVID-19:
As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.

Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

_._

REASONABLE ACCOMMODATION:
EQUAL OPPORTUNITY EMPLOYER:
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.- MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, _benefits_, social and recreational programs, and _discipline_. In addition, it is the