Quality Assessor

2 weeks ago

Umhlanga, South Africa CX-International Full time

**JOB PURPOSE**

The purpose of this role is to monitor and evaluate internal agent behaviors, performance, and communication with new and existing customers across all channels of the business. Ensuring the delivery of a consistent and appropriate sales and service approach as well as confirming all service standards, policies and procedures are adhered to.

**KEY RESPONSILIBILITIES**
- Ensure compliance of all representatives in line with FCA guidelines and standards.
- Interpret, build upon, and comply with the company quality assurance standards.
- Ensure all processes and procedures are updated to comply with industry and regulatory standards.
- Assist operations and local quality function in tracking, documenting, and reporting quality levels.
- Ensure all processes, policies and procedures comply with GDPR.
- Undertake regular audits of all customer-based agents to ensure high level consistency is met.
- Complete reports to assist with agent development.
- Complete confirmation calls with new customers to ensure the agreements are understood and satisfaction has been obtained.
- Monitor and record the performance of all agents to ensure maximum potential is always reached and delivered.
- To keep up to date with regulatory changes and standards

**KEY SKILLS AND ATTRIBUTES**
- Strong analytical ability and logical thinking
- Strong communication skills
- High sense of accountability
- High attention to detail and accuracy
- Proficient in verbal and written English
- Process Driven
- Methodical

**KEY KNOWLEDGE & EDUCATION**
- Matric
- 2-3 Years’ experience as a Quality Assessor required
- 2 Years’ experience in a Call Centre required
- Experience in reporting and auditing essential.
- Have knowledge of the GDPR and Data Protection
- Have knowledge of FCA guidelines and principles.
- Good Microsoft Office knowledge a strong and confident communicator.

Ability to commute/relocate:

- Umhlanga, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- High School (matric) (required)

**Experience**:

- Quality Assessor: 2 years (required)
- Call Centre: 2 years (required)

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