Quality Assurer

3 weeks ago

Cape Town, South Africa Lead Capital Group Full time

**Role Purpose**:
This position would be responsible for the management and smooth running of the operations related to the sales floor in regard to the Sales Department and Quality Assurance of all calls.

**Key Responsibility Areas**:

- Responsible for monitoring and maintaining quality and compliance
- Monitor and analyze 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 agents performance
- Conduct root cause analysis to identify reasons for gaps in performance
- Analyze 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 needed.
- 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 yr 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

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