Quality Assurance Advisor

3 weeks ago

Cape Town, South Africa Sigma Connected Group Full time

A bit more about the Opportunity...:
**What Your Day-to-Day will Look Like**:
You will perform regular quality checks to ensure that compliance and company guidelines are correctly followed. You will provide written feedback to advisors through the quality monitoring system, ensuring a high level of accuracy and detail which allows effective coaching sessions to take place. You will liaise with the Quality Coaches, proactively highlighting trends to be covered in their coaching conversations. You will also attend and actively participate in calibration sessions with internal and external stakeholders through implementing any feedback from the Quality Coaches’ audits or appeals from operations. You will engage in various quality functions and quality metrics, and you will also be taking and re-directing calls to relevant departments.

You will provide feedback to the QA Team Manager on any changes to advisor behavior. You will also focus on highlighting any instances where remedial action is needed for the customer whilst focusing on any areas of concern to the QA Team Manager as well. You have the flexibility to support different campaigns and attend training/upskills where this is needed. You will directly report to the Quality Assurance Team Manager.

What amazing People will bring to the role:
**What Amazing People Will Bring to the Role**:
You build and maintain productive working relationships with colleagues and management. You operate greatly within the terms of Sigma’s policies and procedures through always ensuring that all work and work-related activities are operated in accordance with legal requirements including GDPR. You demonstrate effective knowledge and understanding of QA Systems, policies & procedures. You have a strong administration background and also a good understanding of the fundamentals of data.

You are adaptable to change and have an ability to acquire new and relevant skills and knowledge by taking appropriate responsibility for own personal and professional development. You undertake personal Health and Safety responsibilities in accordance with the H.A.S.A.W.A 1974 ensuring that safe systems of work are complied with. You take corrective action to report any potential workplace/personal hazards to Health & Safety.

**Minimum Requirements**:

- You have strong communication (verbal, written, presentation).
- You have intermediate skills working on Microsoft Office programs (Word, Excel, Outlook, etc.)
- You are able to understand and implement trend analysis through regular reporting of metrics.
- You have solid technical knowledge and ability and thorough understanding of contact center (BPO) operations.
- Effective communication skills (verbal, written and presentation).
- You have great attention to detail and time management ability.
- ** Credit & Criminal clear.**:

- ** A strong background in a Financial Services department / campaign is essential.**

**Simple and Straight Forward Recruitment.**

What being part of the Sigma Family means for you:
**Quality Assurance **Advisor** **- Financial Services**

**We are currently looking for more amazing people to join the Sigma Family, this time as a Quality Assurance Administrator. Before we tell you more about this opportunity, let us share why you should join us at Sigma.**

**Who are the Sigma Family?**

At Sigma, we are different and recognized in May 2023 by the Sunday Times as one of the best places to work. Our mission statement is to **#ImproveEverythingAlway**s and at the heart of this is our People. This is why we are looking for amazing individuals to join and work on behalf of our clients to provide high-level customer service across several industries.

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