Quality Assurance Auditor

3 weeks ago


Cape Town, South Africa ICONAF Full time

The QA auditor at IconAF is responsible for Evaluating and auditing Lead generation and sales calls, ensuring ultimate adherence to company policy and procedure. The role requires dedication to maintaining quality and precision in work is vital. Knowledge of international marketing regulations and rules will be an added advantage.

**Responsibilities & Duties**

The responsibility of the QA auditor is not exhaustive and may change from time to time as decided by Management.

**Job Brief**:
A QA auditor is responsible for auditing the calls generated by our team to ensure that potential customers have given consent to be contacted by the relevant Financial Services Provider. Furthermore, QA auditor ensures the lead adheres to the company's rules, policies, and procedures.

**Responsibility**:

- Audit calls with different dispositions to assess the call quality
- Audit and feedback on clients complaints or queries
- Ensure call quality is achieved on all calls
- Review calls to ensure they meet the required call assessment standards.
- Consistently monitor and attend to QA queues.
- Ensure each potential customer lead meets the required call quality standards.
- Make recommendations to the floor to improve call quality
- Draw accurate customer insights and feedback to relevant partie
- Identify inefficiencies and feedback to the floor accurately
- Update the system based on the outcome for the potential customer.
- Adhere to relevant legislation and regulations.
- Meet and exceed daily QA targets.
- Ensure compliance with all company rules, policies, and procedures in terms of call quality.

.**Key Performance Measures**:

- Meet QA daily and monthly targets
- 120 Daily audits target (Based on the disposition audited)
- Support the floor by providing coaching when required
- Follow the escalation process when no improvement is noticed from Agents
- Personnel management (absenteeism, late coming, managing staff issues)

**Knowledge, Skills and Abilities**
- Exceptional listening and communication skills.
- Accurate typing skills.
- Detail-oriented with strong attention to accuracy.
- Proficiency in the English language.
- Ability to identify various trends and effectively communicate with stakeholders.
- Minimum 1-year experience as a Quality Assessor.

**Salary**: R5 500,00 per month

Application Deadline: 2024/04/04



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