QA Support Agent

7 days ago

Durban, South Africa HOMii Lifestyle (Pty) Ltd Full time

**Introduction of the Company**:
HoMii is easy and accessible, it’s a lifestyle driven by technology and wrapped in beautiful, on trend apartments. In the heart of the city, HOMii is literally where it's at. Your HOMii is more than a building. From awesome rooftops and hanging with your crew on the weekend, HOMii also offers chill and work areas to hang and collaborate. We do life together. Super close to work, banks, hospitals, shopping centers, varsities and public transport. HOMii brings your life back to the city. Book your stay, top up your utilities or invite friends for the night, our funky, easy to use App does it all. No queues to renew or request a room clean. Tap, tap, and it’s done.

**Role description**:
The QA ensures that all advisors use the same scripts, aftercall procedures and accountability standards. QA will periodically review sales data, customer surveys and call logs. They will use this information to ensure the company sales and service goals are in alignment with the quality standards.

**Purpose of the job**:

- Complete all administrative duties including
- Interpret and implement quality assurance standards
- Evaluate adequacy of quality assurance standards
- Devise sampling procedures and directions for recording and reporting quality data
- Provide QA feedback on all sale calls in the sales centre in accordance with the QA tool
- Document internal audits and other quality assurance activities
- Provide feedback on adhock non-sales feedback requests
- Distribute QA Report at the end of each shift to the Sales Manager
- Distribute MTD and YTD QA reporting to the Sales Manager
- Investigate customer complaints and non-conformance issues
- Collect and compile statistical quality data
- Analyse data to identify areas for improvement in the quality system
- Develop, recommend and monitor corrective and preventive actions
- Prepare reports to communicate outcomes of quality activities
- Identify training needs and organize training interventions to meet quality standards
- Coordinate and support on-site audits conducted by internal and external providers
- Evaluate audit findings and implement appropriate corrective actions
- Monitor risk management activities
- Build competencies in other roles within the department and display agility as per managers discretion
- Responsible for document management systems
- Assure ongoing compliance with quality and industry regulatory requirements
- Facilitate post sale warm body welcome phone call to both gather insight and ensure that the customer was sold the correct product and audit all KPI’s and commission submissions
- Daily audits on CRM system and implementation of corrective protocols to ensure that the department utilizes the system optimally

**Key Performance Areas**:

- **General Administration**
- prepare reports to communicate outcomes of quality activities
- analyse data to identify areas for improvement in the quality system
- develop, recommend and monitor corrective and preventive actions
- document internal audits and other quality assurance activities
- provide QA feedback on all sale calls in the sales centre in accordance with the QA tool
- Maintain all call and Feedback in a central location that is arranged by agent, day, month, and year
- **Call Listening**
- Listen in live to all call to identify any following
- Fraudulent activity
- Non-adherence to term and conditions
- Soft skills
- Product Knowledge
- Prospect engagement
- Any potential risks that may cause the prospect to complain or cancel

**Output from Key Performance Areas**:

- **General Administration**
- Effective Reporting Tool
- **Call Listening**
- Provide Realtime QA feedback and identify QA risks

**REQUIREMENTS OF THE JOB**:

- Previous experience in a QA or similar role
- Matric certificate
- Data capturing and administration.
- Previous experience working in Administration
- Excel Proficiency
- Good computer literacy is essential

**COMPETENCIES OF THE JOB**:

- Planning and organizing competencies
- Excellent Interpersonal skills
- Good team player
- Very Good attention to detail.
- Good communication skills especially verbal and written English and isiZulu
- Able to work independently
- Ability to function in a highly pressurized environment

**Special Conditions attached to the job**:

- May be required to work overtime.
- May be required to stand in for others within the department, in the same or similar role, from time to time.

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