Quality Assurance Assessor

PayFast, together with the DPO Group, is one of the leading Fintech organisations in Africa. We’re on a mission to grow the digital economy of Africa by building world-class payment products.

This role will report directly to the Quality Assurance Team Lead & the Quality Assurance Manager.

**About you**

You’d love working with us if you’re a fun, sharp and self-motivated person who has a passion for Quality Assurance and can keep tabs on multiple moving parts in your job. Someone who has outstanding attention to detail and communication skills and is passionate about our merchants & clients receiving the best Customer Service experience through Quality Assurance.

You’ll fit in perfectly with our culture if you:

- Get energised by a fast-paced environment
- Regard collaboration as an essential part of getting the job done
- Pride yourself as being a self-starter who doesn’t lack motivation
- Are open to learning and sharing knowledge
- Passionate about customer service and quality assurance
- Possess a strong passion to help agents
- Recognize achievements of staff
- Have the courage to contribute ideas towards improvement and efficiency
- Are solutions driven

**What you'll be doing**:

- Assess and evaluate customer survey responses and provide feedback.
- Provide written guidance and feedback for agents to improve and become consistent.
- Provide the QA Manager with common trends, training recommendations and coaching needs observed in
assessments/evaluations.
- Meet or exceed weekly targets and deadlines.
- Assist the QA Manager and Specialized QA with administrative tasks and quality assessments.
- Data capturing - Update feedback documents accurately.
- Communicate when feedback discussions are required.
- Maintenance and updating of quality folders and quality documents.
- General customer relations and quality administrative tasks.
- Professional interaction with agents and team members in meetings and feedback discussions.
- Additional QA tasks may be allocated according to the department needs, at the discretion of your manager.
**What you'll need**:

- Grade 12 (Matric)
- 3 years current experience of Quality Assurance assessing within the Customer Service environment
- Knowledge of transacting online is advantageous (e.g. eCommerce, internet banking etc)
- Exceptionally high level of written and spoken English (matric distinction in English is advantageous)
- Qualification in assessing customer interactions is advantageous
- High level of professionalism and immaculate work ethic
- Flexibility to work outside of core hours bearing in mind that overtime is not applicable to the role
- Proven record of working well under pressure and meeting deadlines
- Knowledge and use of a QA system and CRM system is advantageous
- Passionate about customer service and quality assurance
- Strong attention to detail and accuracy
- Outstanding communication skills
- A team player who is willing to carry the weight of the team through tough times
- Excellent multitasking skills

**About us**

PayFast was founded in 2007 and has grown into one of South Africa’s leading online payment gateways. The DPO Group, which includes DPO Africa, PayGate, PayFast and SiD Instant EFT, is the largest and the fastest-growing African payment service provider, operating in 21 countries and working with more than 60,000 active merchants across the continent. In 2021, DPO Group was acquired by Network International. Our combined resources and expertise are benefiting merchants and online shoppers looking to accept digital payments through as many different channels as possible.

**Benefits**
- Flexible work hours
- Home expense policy for internet connection for remote working
- Employees are eligible for a bonus after the financial year-end, based on a combination of the employee’s performance and the company’s performance.
- Great company culture
- Free mental health consultations
- Access to learning and development
- And a whole lot more

**Availability**
- The duties and responsibilities outlined above is a guideline and by no means comprehensive. Additional tasks may be added on from time to time, at the discretion of your Manager._