Quality Assurance Specialist

4 days ago

Cape Town, Western Cape, South Africa Ascensos Full time
About the Role

We are seeking a highly skilled Quality Assurance Specialist to support one of our utilities clients in South Africa. This role plays a critical part in ensuring service excellence, process improvement, and customer satisfaction through quality assurance frameworks, coaching, data-driven insights, and cross-functional collaboration.

Responsibilities
  • Conduct quality audits (calls, chats, emails) to ensure compliance with our client's process standards and SLAs.
  • Drive calibration sessions with internal teams and clients to maintain consistency in quality evaluations.
  • Ensure compliance with KPIs, SLAs, and regulatory requirements while identifying areas for improvement.
  • Utilize QC tools for structured problem-solving and performance improvement.
  • Conduct Root Cause Analysis (RCA) on recurring quality issues.
  • Streamline customer journeys by eliminating inefficiencies and optimizing workflows.
Requirements
  • Minimum 1-2 years of QA or Team Leader experience in a Utilities Campaign (preferably within a BPO environment).
  • Strong experience in quality frameworks, customer service excellence, and process improvements.
  • Hands-on experience of MS Office tools (excel, ppt) is required.
  • Understanding of CX business and relevant metrics is required.
  • Experience in using analytical tools is required.
  • Expertise in 7 QC Tools.
  • Strong Analytical & Problem-Solving Skills.
  • Cross-Functional Collaboration.
  • Client/Stakeholder Engagement: Ability to manage and strengthen relationships with key clients and internal stakeholders.
  • Coaching & Mentorship: Ability to provide structured feedback, training, and performance enhancement support.
  • Knowledge of Quality Principles & Frameworks: Understanding of quality methodologies and Lean Six Sigma principles (certification is a plus)
  • Experience in coaching, either face-to-face or in a virtual space.
  • Strong data collection, analysis (RCA, TNI, quality tools), reporting, and governance skills.
  • Experience working with cross-cultural teams.
  • Ability to work across the training cycle from training needs analysis, design, delivery, and evaluation.
  • Client/Customer Relationship Management experience with a proven ability to maintain and enhance business relationships.
  • Passionate about developing others and fostering a culture of continuous learning.
  • Strong innovation and creative problem-solving mindset.
  • Flexible and adaptable to evolving business needs and challenges.
  • Comfortable working 5 days a week in a fast-paced environment.

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