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Quality Assurance Specialist

2 months 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 operations.

Key Responsibilities:
  • Planning and Reporting: Develop and maintain quality objectives and measures for the effectiveness of sales and service in line with best practices.
  • Quality Assurance: Setup management-approved key metrics and monitor performance on each metric, ensuring continuous improvements on the evaluation metrics.
  • Customer Experience: Monitor post-engagement customer satisfaction ratings while evaluating an engagement, analyze customer feedback to identify areas for improvement, and ensure customer satisfaction.
  • Continuous Improvement: Conduct frequent mock calls with agents, identify retraining requirements based on the results of the evaluations of the quality of voice calls, video calls, live chat, email, and text messages, and analyze engagement data and performance metrics to identify trends, strengths, weaknesses, and areas for improvement.
  • Quality and Compliance: Ensure communication is ethical and in line with Company Policy, monitor and enforce the correct use of internal systems, and maintain customer records in accordance with procedures and HIPAA.

Requirements:

  • Matric (Grade 12)
  • Call Centre Certification
  • Quality Assurance Certification
  • 5 years of experience in a similar role

What We Offer:

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