Quality Assurance Specialist

6 hours ago


Pretoria, Gauteng, South Africa Boardroom Appointments Full time
Quality Analyst Job Description

At Boardroom Appointments, we are seeking a highly skilled Quality Analyst to join our team. As a Quality Analyst, you will play a crucial role in ensuring the highest standards of quality in our sales and service operations.

Key Responsibilities:
  • Planning and Reporting (10%): Develop and maintain quality objectives and measures for the effectiveness of sales and service in line with best practices.
  • Quality Assurance (30%): Continuously measure the quality of voice calls, video calls, live chat, email, and text messages. Interpret QA scorecard results and advise on midcourse corrections and/or improvements.
  • Customer Experience (30%): Assist with cultivating and maintaining a healthy and effective team culture. Monitor post-engagement customer satisfaction ratings while evaluating an engagement.
  • Continuous Improvement (20%): Conduct frequent mock calls with agents. Analyze engagement data and performance metrics to identify trends, strengths, weaknesses, and areas for improvement.
  • Quality and Compliance (10%): Ensure communication is ethical and in line with Company Policy and provide training. Monitor and enforce the correct use of internal systems.

Requirements:

  • Matric (Grade 12)
  • Call Centre Certification
  • Quality Assurance Certification
  • 5 years of experience

What We Offer:

  • A dynamic and supportive work environment
  • Opportunities for professional growth and development
  • A competitive salary and benefits package


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