QA Administrator

3 weeks ago


Durban, South Africa Talksure Full time

**MAIN PURPOSE OF THE ROLE**

To provide administrative support to the QA management team and wider campaign.

**DUTIES AND RESPONSIBILITIES**

**Work distribution**
- Ensure that QA evaluators are allocated with daily workload by 8:30 to 9 am.
- Monitor and ensure that all campaigns SLAs are achieved and that all agents are evaluated according to agreement.

**Admin Support**
- Filling - All filling for the QA department should be done daily. Back to work, coaching's, and warnings.
- Team structure updates to be sent to HR timeously.
- Ensure that voice log requests are efficiently handled.
- Assist in updating QA process Flows.
- Track updates of scripts and product changes
- Attendance registers to be sent to HR daily.
- Updates to be done on BYC
- Procument process
- QA Capacity stats to be sent monthly

**QA reporting**
- Assist with generating Weekly and monthly reports.
- Highlight individuals / teams where QA SLA is not achieved.
- Assist in generating the Monthly QA Reports for Commission purposes of BYC/MIP.
- Assist with generating Adhoc reports on request.
- SLA update to QA manager weekly

**Adhoc**
- Assist QA team in the absence of the QA team leader.
- Assist with Uploading of calls via FileZilla
- Assist with Call retrievals for banking mandates, etc.
- Upload and retrievals for Calls example STI and MC
- Assist with planning of incentives and team buildings
- Stationery requests
- Minute meetings

**QUALIFICATIONS AND EXPERIENCE REQUIRED**
- Matric
- Minimum of 2 years administration experience
- Intermediate level for MS Office

**BEHAVIOUR AND COMPETENCIES REQUIRED**
- Organised
- Detail orientated
- Analytical logical approach
- Able to work on own initiative
- Systematic approach to work
- Numerically literate
- Able to identify poor performance based on statistical evidence
- Ability to follow processes
- Logical and systematic decision making
- Integrity
- Honest
- Professional
- Ability to work well under pressure

Working Hours: Monday to Friday 7.00 to 16.00 or as per department requirements

**Salary**: Market related


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