Senior Quality Assurance Manager

6 days ago


Umhlanga, KwaZulu-Natal, South Africa iKhokha Full time
Job Summary

We are seeking a seasoned Senior Quality Assurance Manager to oversee the quality of interactions with our Inbound Sales Team. The ideal candidate will possess a keen eye for detail, strong analytical skills, and experience in driving sales success.

About iKhokha

iKhokha is a leading provider of innovative payment solutions. We are committed to delivering exceptional customer experiences through our Inbound Sales Team.

Responsibilities
  • Monitor and audit calls to ensure alignment with company standards and excellent sales practices
  • Evaluate call performance using a scorecard system
  • Provide detailed reports and collaborate with the Sales Trainer and Inbound Sales Team Leaders to support continuous improvement
  • Perform call monitoring on Inbound Sales Team calls, chat monitoring on WhatsApp/chats within the Inbound Sales team, and email monitoring on HubSpot within the Inbound Sales team
  • Set clear QA goals and targets in line with Sales Trainers goals and objectives
  • Daily check-ins with the team to understand their QA requirements and report back on findings
  • Participate in Customer listening programs to identify customer needs and expectations
  • Ensure all coaching's, trainings, process and etiquette are practiced on all forms of communication
  • Log QA results on various systems and spreadsheets
  • Create a QA scorecard and Phonetics guideline for Inbound Sales Specialists
Requirements
  • Minimum of a matric qualification
  • 2+ years call centre experience in a Quality assurance role
  • 2+ years customer service experience
  • High attention to detail and exceptional active listening skills
  • Solid understanding of a Quality Assurance process
  • Call Centre Quality Assurance knowledge is a must
  • QA Scorecard Creation and Development
Perks of Joining Our Team
  • Hybrid, remote, and in-office work models
  • Competitive remuneration and benefits package, estimated salary R250,000 - R350,000 per annum
  • Visionary leadership
  • Seize the opportunity for study leave
  • Access to on-demand learning
  • Friendly, collaborative culture
  • Coffee on tap and hot beverages at HQ


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