Spanish Speaking Quality Assurer

2 weeks ago

Bloubergstrand, South Africa Lead Capital Group Full time

Role Purpose:
As a Quality assurer you will be responsible for smooth running of operations related to the contact Centre by effectively monitoring calls and providing clear feedback and ensure policies and procedures are being adhered to.

Key Responsibility Areas:

- Responsible for monitoring and maintaining quality and compliance.
- Monitor and analyse service interactions between agents and customers.
- Provide quality, consistent and objective feedback to agents about their performance.
- Provide feedback to managers and team leaders about agent's performance.
- Conduct root cause analysis to identify reasons for gaps in performance.
- Analyse performance requirements through needs analysis skills gap analyses
- Ensure quality is consistent and all agents are compliant during client interaction.
- Communicate the identified gaps in current quality delivery and performance.
- Ensure comprehensive feedback is given to the operational areas when errors and risk occur.
- Provide weekly reporting on all agents in summary format.
- Giving quality assurance advice to the company department as required.
- Comply with all policies & procedures to facilitate internal cooperation.
- Continuously revise targets, priorities standards and provide recommendations for changes where required.
- Liaise with Key people to ensure alignment, consistency and calibration within the business.

**Requirements**:

- A Matric/ Grade 12 Certificate or equivalent
- QA Sales or Call Centre experience
- 1-year Sales or Call Centre experience
- Attention to detail, planning and problem-solving skills.
- Intermediate MS Excel skills
- Excellent written and communication skills.
- Ability to work in a pressurized and deadline driven environment.
- Fluent in both Spanish and English

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