Quality Assurance Analyst

1 week ago

Midrand, South Africa M&M Staffing Solutions Full time

**Duties**:

- Participate in customer and client listening programs to identify customer needs and expectations.
- Determine weaknesses in performance and establish solutions to improve.
- Ensure compliance with the company’s quality systems.
- Identify process improvement opportunities.
- Generate and maintain feedback.
- Provide feedback to call centre team leaders and managers.
- Offer daily feedback via verbal & written communication.
- Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the call centre.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Provides actionable data to various internal support groups as needed.
- Provides feedback to call centre team leaders and managers.
- Perform other duties as assigned.

**Experience and skills required**:

- Matric/Grade
- 6 months or more work experience as a Call Centre Quality Assurance Analyst within the insurance space.
- 1 years’ experience in sales
- 1 year experience in insurance sales
- Excellent knowledge of MS Office
- Excellent verbal, written and interpersonal communication skills.
- Must be self-motivator and self-starter.
- Exceptional listening and analytical skills
- Solid time management skills
- Ability to work well in a team environment.
- Basic understanding of the call centre environment.
- Computer literate
- Strong attention to detail, exceptional listening, and analytical skills.
- Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.
- South African Citizen
- Must be able to commute to Midrand.

**Job Types**: Full-time, Permanent

**Salary**: R5,000.00 - R5,500.00 per month

Ability to commute/relocate:

- Midrand, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (required)

**Experience**:

- Insurance Sales (required)
- Quality Assurance Analyst (required)

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