Zulu and English Speaking Quality Assurer

2 days ago

Durban, South Africa Daly Credit Corporation Full time

**Zulu and English speaking Quality Assurer - **X 1 - Day

**Permanent**: However, 3 months’ probation then permanent in position.

Responsible for the auditing/actioning of the QA process of the Call Centre Agents.
- Matric
- Microsoft office experience. (1year experience)
- Bilingual would be advantageous.
- Excalibur
- In depth understanding of the business, client requirements and in-house processes
- Well versed in Agent procedures
- Listen and analyze call recordings using in-house systems (Excalibur, Callbi and Genii)
- Execute client call requests, by listening to calls as per client instruction and providing feedback and findings to the respective KAM
- Ensure client request call deadlines are met timeously.
- Provide feedback to the HR Rep/KAM in terms of findings/opportunity areas
- Track QA progress and refer to the respective HR Rep/KAM if no improvement
- Ensure appropriate compliance and call process is adhered to on all calls
- proactively uncovering opportunity areas
- Provide audit stats to immediate superior daily.
- Effectively, plan, organize, manage and direct the activities, services and operations for Coaching and mentoring of staff within the department.
- To ensure that the KAM and HR Rep are kept informed as to any unresolved issues regarding compliance and call process
- To ensure that the compliance of company policy and procedures are adhered to.
- Due to the nature of the business assist in any other areas should it be necessary.

Confidence, Microsoft Office experience, organizational skills, excellent listening and communication skills, time management

Ability to communicate effectively, Bi - lingual, Previous QA and Coaching Knowledge

Mon - Fri (07h30 - 16h00)

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