Quality Assurance Specialist

1 week ago

Pretoria, Gauteng, South Africa Boardroom Appointments Full time
{"title": "Quality Analyst", "description": "Job Summary

We are seeking a highly skilled Quality Analyst to join our team at Boardroom Appointments. As a Quality Analyst, you will be responsible for ensuring the highest level of quality in our sales and customer service processes.

Key Responsibilities
  • Planning and Reporting
  • Develop and maintain quality objectives and measures for the effectiveness of sales and service in line with best practices
  • Setup management-approved key metrics and monitor performance on each metric
  • Ensure continuous improvements on the evaluation metrics
  • Compile and present reports on performance metrics to management, highlighting areas of success and areas needing improvement
  • Report on performance on key metrics to management satisfaction
  • Manage the system configuration for monitoring performance on defined metrics (scorecards, dashboards, and reports)
  • Sales and Customer Support
  • 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
  • Listen to live or recorded calls to evaluate sales and customer service agents' performance
  • Assess calls based on predefined quality criteria, such as adherence to scripts, professionalism, accuracy, and customer satisfaction
  • Assist with enhancing and encouraging a culture of excellent customer service
  • Evaluate whether agents action inbound sales calls according to applicable procedure(s)
  • Evaluate whether agents are equipped to assist customers with questions about hearing loss and hearing aid benefits
  • Evaluate whether agents articulate factual and accurate information, portraying the company and brand(s) in the best way possible, ultimately driving a higher conversion rate, a lower return rate, and a high customer satisfaction and customer support rating
  • Evaluate whether agents provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or message
  • Evaluate whether agents obtain and note quality information from the customers to allow for effective management of the relevant escalation
  • Evaluate whether effective query escalation procedures are followed for resolving queries correctly and with discretion, resulting in efficient resolutions
  • Evaluate whether agents offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required
  • Customer Experience
  • Assist with cultivating and maintaining a healthy and effective team culture
  • Monitor post-engagement customer satisfaction ratings while evaluating an engagement
  • Analyze customer feedback to identify areas for improvement and ensure customer satisfaction
  • Interpret customer satisfaction during engagements and advise on midcourse corrections and/or improvements
  • Evaluate whether customers have a positive view of Company and B2C brands (Lexie Hearing and Go Hearing)
  • Evaluate whether problems are solved as effectively and efficiently as possible
  • Evaluate whether agents conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction
  • Evaluate whether agents reinforce information provided on a call with texts and/or emails
  • Actively communicate with other staff members to ensure best-practice 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
  • Analyze engagement data and performance metrics to identify trends, strengths, weaknesses, and areas for improvement
  • Contribute to establishing, improving and ensuring active management of teams KPI's with frequent and proactive feedback
  • Evaluate individual and team performance, performing audits on communication logs, emails, and call recordings to identify areas for improvement
  • Identify and notify management of possible process improvements to enhance overall efficiency and customer satisfaction
  • Identify retraining requirements based on quality objectives
  • Provide continuous input on improvement of the hearing hub procedures and processes
  • Provide continuous input on improving the customer experience and service
  • Assist with key metrics to stay relevant and are continuously improve
  • Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers, and the corresponding responses
  • Alert top management to the needs and desires of our prospective and existing customers
  • Provide customer feedback on product or training information to the
  • Continuous Improvement Audiologist
  • Quality & Compliance
  • Ensure communication is ethical and in line with Company Policy and provide training
  • Monitor and enforce the correct use of internal systems
  • Monitor and enforce HIPAA, PCI, and POPIA Privacy Requirements
  • Maintain customer records in accordance with procedures and HIPAA
  • Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedures and ensure the team does the same
  • Keep quality customer interaction evaluation logs complete and up to date, on any system, sheet, or form as required in accordance with the procedure
  • Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution
  • Ensure other required documents, reports, and email accounts are up-to-date and accurate
  • Ensure proper knowledge is gained and kept on all regulatory, policy, and procedural requirements
  • Positively adhere to all regulatory, policy, and procedural requirements
  • Ensure that agents adhere to company policies and procedures, providing feedback and coaching when necessary
Requirements
  • Matric (Grade 12)
  • Call Centre Certification
  • Quality Assurance Certification
  • 5 years
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

Join our team and be part of a dynamic and innovative organization that is committed to delivering exceptional customer experiences.

"}

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